Serve as the key operational contact, ensuring readiness and continuity.
Be available Monday to Saturday to support operational needs within reasonable expectations.
Communicate clearly with teams, manage change effectively, and provide business updates.
Make sound, holistic decisions and identify improvement opportunities.
Drive engagement strategies for leaders and frontline contact centre staff.
Coach and support Team Leaders in their roles and career development.
Monitor performance, recommend improvements, and implement action plans.
Maintain strong time management and administrative processes.
Ensure adherence to approved SOPs and business processes.
Respond proactively to queries and escalations.
Monitor compliance, response times, and performance trends.
Analyse data to uncover insights and root causes.
Present performance updates and action plans to senior stakeholders.
Lead by example in professionalism, conduct, and leadership.
Conduct regular 1:1s and performance reviews.
Foster a positive team culture aligned with Datacom values.
Support team health and well-being.
Stake-holder management, internal and external.
Prepare weekly and monthly performance reports for executive forums.

Proven leadership in BPO contact centres highly regarded
Extensive experience in the operations and supporting practices within a complex contact centre
Strong administrative skills and attention to detail
ability to effectively develop and implement scalable and repeatable ways of working through SOPs.
High emotional intelligence and cultural awareness.
Strong stakeholder engagement and influencing skills.
Flexibility and resilience to support a 24/6 operation while maintaining work-life balance.
Strategic mindset with the ability to lead and motivate Team Leaders.
Passion for coaching, development, and team engagement.
Consistent high performance against KPIs.
Strong analytical and problem-solving abilities.
Excellent time management and prioritisation skills.
Strong communication (written and verbal).
Strong relationship-building capabilities.

Operations Manager

Key skills