Skills

Technical Skills

• Bachelor’s degree in Business Administration, Operations Management, or a related field (MBA preferred)

• 6+ years of experience in operations management, with at least 3 years in a senior leadership role

• Proven track record of managing large teams and driving operational excellence

• Strong analytical and problem-solving skills

• Excellent communication, leadership, and organizational abilities

• Proficiency in operational tools (e.g., ERP systems, project management software, data analytics platforms

Process Specific Skills

Training Program Development:

• Collaborate with stakeholders to identify training needs and objectives.
• Design and update training materials in alignment with organizational goals.
• Conduct engaging training sessions and monitor participant progress.
• Provide timely feedback and coaching to enhance performance.

Stakeholder Engagement and Collaboration:

• Collaborate effectively with cross-functional teams to ensure alignment.
• Support HR initiatives related to talent management and development.
• Serve as a trusted advisor on training and quality-related matters within the organization.
• Data analysis & insights sharing. 
• Proficient in Stakeholder management and People Management, to ensure improvement initiatives are driven till logical closure. 
• Drive quality initiatives to ensure superior service delivery by meeting / exceeding customer and stakeholders’ requirements.
• Satisfactory completion for Internal Corporate Audits and External audits.

Soft skills (Desired)

• Excellent written and verbal communication skills. Strong critical thinking skills and attention to detail. 

Preferably a C1 CEF level

Soft Skills (Minimum)

       At least a B2 CEF level

Education Requirements

Required Qualifications

• Bachelor’s degree in business administration, Human Resources, Education, or a related field. Master's degree preferred.
• Proven experience (15 years) in training and quality management within a blended contact centre environment, preferably in the customer service industry.
• Strong understanding of contact centre operations, including call handling, email management, chat support, and back-office processes.
• Demonstrated expertise in instructional design, adult learning principles, and training delivery methodologies.
• Excellent analytical skills with the ability to interpret data, identify trends, and develop actionable insights.
• Exceptional communication and interpersonal skills, with the ability to effectively engage and influence stakeholders at all levels of the organization.

• Strong leadership capabilities, with a track record of building and managing high-performing teams.

Preferred Qualifications

• Certifications such as Six Sigma Black-Belt, Certified Professional in Learning and Performance (CPLP) or Certified Customer Experience Professional (CCXP) are a plus.

Work Experience Requirements

● Minimum 15 years of total work experience

● Customer service experience preferred

Acknowledgement

(acknowledge that the information contained in this document is factual and complete)

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 Candidate                                                                                Supervisor/Manager                                                     Date