Head of Contact Center Operation (HOP) at Outcess Solutions Nigeria Limited

Outcess Solutions Nigeria Limited is an integrated customer engagement and business process outsourcing company. We deliver innovative digital solutions that empower and optimize the performance of people, teams and organizations.

We are recruiting to fill the position below:

Job Title: Head of Contact Center Operation (HOP)

Location: Ikeja, Lagos
Employment Type: Full-time

Job Summary

• We are looking for a seasoned and strategic Head of Contact Center Operations to lead and optimize our BPO contact center operations.
• The ideal candidate will bring deep experience in managing large-scale, multi-channel operations and a strong focus on performance, client satisfaction, and team development.

Key Responsibilities

• Lead overall contact center operations across multiple clients, lines of business, and service channels (voice, email, chat).
• Ensure delivery of high-quality service and achievement of SLAs and KPIs.
• Build and manage high-performing teams; mentor and develop operations leaders.
• Collaborate closely with clients and internal stakeholders to ensure alignment of goals and expectations.
• Drive continuous improvement initiatives to enhance efficiency, quality, and customer experience.
• Manage staffing, forecasting, and workforce planning activities.
• Oversee reporting, analytics, and performance management processes.
• Ensure compliance with internal policies and regulatory requirements.

Requirements

• Bachelor’s Degree in Business, Operations Management, or a related field.
• Minimum 7 years of experience in BPO / contact center operations, with at least 4years in a senior leadership role.
• Strong leadership and people management skills with a track record of building high-performing teams.
• In-depth understanding of contact center metrics, processes, and technology platforms.
• Experience managing multiple client accounts and geographies.
• Strong analytical, communication, and decision-making skills.
• Results-oriented with a focus on service quality and operational excellence.

What We Offer

• Competitive salary.
• HMO (Health Maintenance Organization) coverage.
• Company pension plan.

Application Closing Date
18th April, 2025.

How to Apply
Interested and qualified candidates should send their CVs to: [email protected] or: [email protected] using the Job Title as the subject of the email.