Ideon Uganda, a leading Business Process Outsourcing (BPO) company, is seeking to recruit an experienced, strategic, and results-driven Head of Operations to lead and oversee its operational functions. The successful candidate will be responsible for driving operational excellence, managing teams and client accounts, optimizing processes, ensuring high-quality service delivery, and achieving business performance targets.
REQUIREMENTS
- Bachelor’s degree in Business Administration, Operations Management or related field.
- 5+ years’ experience in operations management, preferably in a Call Centre environment.
- Proven team leadership, coaching and supervisory experience.
- Strong client relationship and communication skills.
- Experience in business development and performance management.
- Strong analytical, problem-solving and decision-making skills. Knowledge of operational policies, compliance and performance reporting.
RESPONSIBILITIES
- Lead and oversee Call Centre operations and performance.
- Develop and implement operational policies, goals and strategies.
- Manage client relationships and resolve concerns.
- Train, mentor and develop Supervisors and high-performing teams.
- Drive business development and identify growth opportunities.
- Monitor industry trends and improve operational efficiency.
- Lead succession planning and talent development.
How to Apply Interested and qualified candidates should send their updated CV to recruitment@ideon.co.ke with the subject line “Head of Operations – Ideon Uganda.”
