Deputy Operations Manager at Webhelp

About The Job
Why join us:

• Webhelp is expanding its community of game changers to Accra. We invite you to join us in driving innovation in one of the most competitive BPO regions in the world and be part of our transformation efforts. If you are passionate about inspiring and motivating others, then Webhelp is the right place for you. 
• We are looking for an exceptional Deputy Operations Manager to join an exciting project in Accra

What the job feels like:

• As this is a crucial leadership position, where you will first be taught our core values and trained on the importance of our Think Human approach. 
• Likewise, you will have a great influence on your own team and its growth. 
• You will learn new processes and concepts, collaborate with cross-functional teams, and work with some of the most innovative technologies on the market.
• What you will learn with us will make you a valuable leader of our team or any other team:
• As a Deputy Operations Manager, you will build a strong independent team focused on providing top-tier customer experience.

What you’ll experience at Webhelp;
As a Deputy Operations Manager in our project, you will:

• Create and analyze reports to track performance, identify areas for improvement, and inform decision making
• Act as a backup to the Operations Manager, leading the service in their absence and ensuring all standards are upheld
• Ensure a high level of customer satisfaction to acquire comprehensive knowledge and continuously develop it
• Providing leadership and coordination in executing multiple solution requirement tasks, utilizing both industry best practices and analytical techniques to analyze results and generate insights
• Support with the effective integration of directives, policies, and procedures throughout the operational teams
• Monitor activity queues to ensure the achievement of service-level metrics
• Plays a critical role in motivating, encouraging, and supporting the associates to perform in the best way possible in accordance with their highest standards, whilst encouraging independence and innovation.
• Identify talent within your team and encourage and support development.
• Liaison with clients, developing positive relationships and maintaining these to deliver against client and company requirements

Whom we’d like to have on our team:

• We’d like to meet people from all backgrounds, with a penchant for knowledge and curiosity. 
• Your natural talent to help and inspire others through example and by going the extra mile will fit right in with what we do at Webhelp.

We’ll be a great match if you:

• Have modern and a creative people management approach
• Have previous experience in a contact centre environment
• Ability to analyse the team’s performance in accordance with a contact centre’s matrices
• Ability to develop corrective action plans to improve the team’s performance
• Have a minimum of 4 years experience in a similar role or an operational manager position
• Have sound business acumen and commercial mindset
• Demonstrate flexibility, initiative, and motivation to inspire teams
• Provide direction to utilize appropriate tools/resources for handling customers’ questions
• Experience in consistently achieving KPI’s and targets
• It would be a plus if you:
• Have familiarity with network applications, Internet content, error detection, and troubleshooting
• Share our values of commitment, unity, integrity, recognition, and WOW

What we offer you:

• We’re growing in Accra and so will you! We’ll encourage you to invest time in our career development program and specialised courses to quickly climb the professional ladder.
• Interactive onboarding and training sessions with international colleagues from all over the world.
• Competitive salary in line with industry standards
• A fast-paced environment with a global network of leaders, disruptors, and doers
• Flat hierarchy in a start-up environment, we thrive on open communication and feedback.
• Brand new beautiful office space in the heart of Accra
• Friendly and down-to-earth culture with fun team-building activities