Contact Centre Manager

We are seeking a dynamic and experienced Operations Manager to oversee the day-to-day operations of our Applications Centre (VAC) in compliance with Standard Operations Procedure. This role will also encompass managing operations across multiple locations, ensuring a seamless and first-class service delivery. The ideal candidate will possess a strong background in team management, operations process management, and business development, with a keen eye for detail and a commitment to excellence., Manage the day-to-day operations of the Applications Centre, ensuring compliance with Standard Operations Procedure.

Oversee operations across multiple locations.

Develop, coordinate, and implement first-class service to enhance customer satisfaction.

Collaborate with government clients, support organisations, and other stakeholders to develop and enhance services.

Ensure the physical facilities of the VAC are maintained and fit for purpose.

Proactively identify and mitigate people-related risks, including turnover and absence management.

Contribute to strategic planning and implementation actions, including commercial developments and market expansion.

Maximise productive efficiency within the centres and ensure effective management of staff through recruitment, training, and motivation.

Establish and maintain effective communication channels between staff and customers.

Ensure the integrity of systems and processes to manage applications effectively and maintain client confidentiality.

Support the development of other centre locations through advice, mentoring, and sharing best practices.

Implement central company initiatives and ensure a healthy and safe working environment.

Perform business reporting in accordance with company processes and improve current delivery and reporting processes.

Extensive experience in a multinational company, ideally with a focus on customer experience.

Experience with government operations is an advantage.

Team management experience.

Extensive experience in operations process management.

Experience in running large business units with over 20 headcounts.

Skills and Abilities:

Fluent English proficiency (speaking/reading/writing); additional foreign language skills are a plus.

Proficiency in MS Office suite.

Detail-oriented, proactive, and independent.

Strong communication and organisational skills.

Mature, adaptable, and high level of personal integrity.

Strong team player with the ability to build relationships cross-functionally.

Ability to work effectively within limited deadlines and under pressure.

Data-driven decision-making skills.

Emotional intelligence and strong leadership abilities.

Project management and business development skills.

Finance literacy and knowledge of management tools

Ability to control cash flow and bank transfers if applicable.

Understanding of Power BI reports.

Experience in mentoring and coaching.