Operations Manager (Call Centre) at a Non-governmental Organisation – Hamilton Lloyd and Associates

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Hamilton Lloyd and Associates – Our client, a non-governmental organisation is seeking to engage the services of:

Job Description

  • Recruit, select, train, assign, schedule, coach, counsel and discipline employees.
  • Communicate job expectations; planning, monitoring, appraising and reviewing job contributions
  • Contribute operations information and recommendations to strategic plans and reviews; prepare and complete action plans;
  • Design of call monitoring formats and quality standards.
  • Implement production, productivity, quality and customer-service standards; resolve problems; complete audits; identify trends
  • Analyse process workflow, employee and space requirements and equipment layout; implement changes
  • Responsible for all agents and supervisors and other staff, with review/approval responsibility for all operations employees
  • Run a safe, injury/accident free workplace
  • Manage relationships with key operations vendors
  • In charge of quality assurance
  • Serve as primary point of contact when there are customer issues related to calls, customer service,
  • Devise continuous ways of improving the customer experience, including resolving problems and complaints
  • Work on the back-end mapping.
  • Work closely with the management team to set and/or implement policies, procedures and systems and to follow through with implementation.


  • A minimum of first degree, a master degree will be an advantage
  • Ability to design and operate call-in business
  • Minimum of 5yrs experience
  • Strong interpersonal and leadership skills
  • Previous working experience in similar role

Application Closing Date
24th August, 2020.

How to Apply
Interested qualified candidates should send their professional CV and Cover Letter to: [email protected] using the Job Title as subject of the email.

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