Contact Center Operations Manager

At d.light, we are on a mission to transform the lives of 1 billion people with sustainable products. As the Manager, Contact Center Operations, you will play a key role in ensuring our customers receive exceptional support through high-quality, efficient, and customer-focused contact center operations. You will work closely with selected partners and internal teams to strengthen service delivery, improve customer satisfaction, and embed a strong customer-first culture across the business.Key responsibilitiesImplement, track, and continuously improve key performance indicators (KPIs) to raise service delivery standards.Work closely with d.light’s technical team and contact center partners to resolve customer issues promptly and prevent repeat occurrences.Build the capability of the service team through training, coaching, and performance evaluation.Deliver agreed contact center metrics and targets within defined timelines and cost parameters.Drive operational improvements and implement business-directed actions as required.Promote efficiency, accountability, and a customer-centric approach across all contact centre activities.Minimum Qualifications and ExperienceBachelor’s degree in Social Sciences, Business Administration, or a related fieldAdditional call centre qualifications or a Diploma in Customer Service Management will be an added advantageAt least 5 years of experience in a call centre or service industry environmentExperience in technology-oriented service businesses such as mobile telephony, BPO call centres, or similar sectors will be an added advantageSkills and CompetenciesStrong leadership and coaching skills with the ability to motivate teams to deliver resultsExcellent written and verbal communication skills, including report and letter writingStrong planning, organising, and multitasking abilityGood problem-solving and decision-making skillsStrong attention to detail and ability to monitor performance effectivelyHigh level of dependability and accountabilityKnowledge and Technical RequirementsSound understanding of operations, business processes, and team performance managementKnowledge of call centre industry practices, customer service trends, and standard operating proceduresTechnical understanding of service support environments and issue resolution processesHow to Apply Interested candidates are encouraged to submit their application, including a CV, by the stated closing date.