Job Description

Job Title: Assistant Operations Manager (AOM) Location: Rwanda (Kigali) Reports To: Service Delivery Manager 1. Job Summary Reporting to the Local Service Delivery Manager, you will be responsible for providing professional and focused customer service both internally and externally. Ensuring quality and efficient customer service to the aligned account customers Leadership Customer Service (Contact Center touch points, escalations) VOC Feedback analysis and reporting Process Improvement and Management Collaborating and Business Support 2. Key Responsibilities A. Team Leadership and Management • Supervise, coach, and manage Team Leaders and customer support agents. • Conduct regular performance reviews and implement action plans to achieve operational targets. • Motivate employees through recognition, feedback, and professional development. • Establish performance objectives in collaboration with Service Delivery and other relevant stakeholders. B. Operational Performance and Process Improvement • Analyze workflows to identify inefficiencies and implement improvements. • Monitor team KPIs, including response times, issue resolution, productivity, and customer satisfaction. • Coordinate workforce scheduling with Workforce Management (WFM) to ensure adequate coverage. • Optimize resource allocation across cross-trained teams based on business needs. • Identify performance gaps and implement corrective actions. C. Data Analysis and Reporting • Collect, analyze, and interpret operational performance data. • Prepare reports and present findings to management and relevant stakeholders. • Identify performance trends and recommend data-driven solutions. • Collaborate with Workforce Management and Service Delivery teams on planning and scheduling. D. Customer Satisfaction and Escalation Management • Ensure timely, professional, and effective resolution of customer inquiries and complaints. • Manage escalated issues and coordinate with relevant departments to achieve appropriate resolutions. • Analyze customer feedback and implement initiatives to improve service quality and satisfaction. E. Training and Development • Identify training needs and coordinate ongoing employee development. • Ensure team members have the necessary product knowledge, customer service skills, and operational competencies. • Monitor training effectiveness and address identified performance gaps. F. Client and Stakeholder Management • Serve as the operational point of contact for client-related queries. • Collaborate with Service Delivery, Training and Quality, Human Resources, IT, and other relevant teams. • Participate in client meetings and develop improvement plans to enhance service delivery. • Recommend innovative solutions to improve operational efficiency and customer experience. G. Compliance and Information Security • Ensure compliance with company policies, confidentiality requirements, and applicable data protection regulations. • Safeguard company systems, client information, and other confidential data. • Identify and report suspected security incidents, compliance breaches, and operational risks. • Support the implementation of relevant information security controls and procedures. Requirements 3. Educational and Professional Qualifications • Bachelor's degree in Business Administration, Information Technology, Computer Science, or a related field. • Knowledge of information security, data protection, risk management, and relevant compliance standards is an added advantage. • Relevant professional certifications in information security, risk management, or audit are desirable. • Fluency in both Canadian French and English is highly preferred. Bilingual candidates with strong verbal and written communication skills in both languages will be given preference. 4. Experience Requirements • Minimum of five years of progressive professional experience in operations management, customer service, or a related field, preferably within the BPO or contact centre industry. • Proven experience managing Team Leaders and customer support teams. • Demonstrated ability to monitor KPIs, analyze performance data, and implement process improvements. • Experience in workforce planning, client relationship management, and escalation handling. • Ability to work in a fast-paced environment, manage competing priorities, and respond effectively to urgent operational issues. 5. Key Skills and Competencies • Strong leadership, coaching, and team management skills. • Excellent written and verbal communication skills in English. • Strong analytical, problem-solving, and decision-making abilities. • Excellent organizational skills and attention to detail. • Proficiency in reporting, data analysis, and presentation tools. • Strong interpersonal skills and stakeholder management capabilities. • Ability to adapt to changing business requirements and deadlines. • High levels of professionalism, empathy, integrity, and accountability. 6. Work Environment The role involves extended computer use, preparing reports, attending meetings, and coordinating operational activities. The successful candidate must be comfortable working in a fast-paced environment and responding to urgent operational matters when required. Reasonable accommodations may be provided to enable qualified individuals with disabilities to perform essential duties.