Senior Manager, Ops (Contact Centre)

Core Experience

• Minimum 7-10 years of contact centre operations experience
• Prior experience managing 24/7 operations
• Exposure to government, public-sector, or regulated environments preferred
• Hands-on experience in:

• SLA and KPI management
  Incident and escalation handling

• Client-facing governance and reporting

Credentials / Professional Background
Any one (or more) of the following would be suitable:

• COPC CX Standard (or similar service governance exposure)
• Lean Six Sigma (Green Belt or above)
• ITIL / Service Management background
• ISO 9001 / quality management leadership experience

(Note: COPC-equivalent qualifications are acceptable it does not need to be COPC specifically.)

Role Expectations

• Ability to oversee manpower planning and rostering
• Authority to manage escalations and service recovery
• Primary interface with the client's operations team
• Comfortable operating in high-urgency, incident-driven environments