CX Operations Manager

About the role

We are looking for a CX Operations Manager to lead our customer experience team in Accra. The role combines people leadership, client relationship management and service delivery oversight to ensure high‑quality performance and achievement of service level agreements.

Key responsibilities

• Analyze and maintain client Service Level Agreements, implementing improvement plans as needed.
• Drive revenue generation through data collection, forecasting, budgeting and financial reporting.
• Select, train, develop and manage performance of team leaders and their associates, planning work in line with company policies.
• Manage operational reports such as attendance, performance metrics, client scorecards and metrics management.
• Build and maintain strong relationships with client partners and act as a liaison during business reviews.
• Provide leadership, guidance and corrective actions to ensure consistent policy administration and operational performance.
• Conduct regular one‑on‑ones with direct reports, offering coaching and development.
• Foster a positive work environment, resolve employee relations issues and promote engagement.
• Participate in cross‑functional meetings with Training, HR, Quality, WFM and Talent Acquisition to define action plans.
• Implement best practices, evaluate staffing needs and adjust resources to meet changing requirements.

Required profile

• Associate’s degree in a related field.
• At least 1 year of progressive management experience, preferably in a call‑center environment.
• Proven ability to coach, develop action plans and provide effective feedback.
• Strong analytical skills to improve work processes and achieve goals.
• Ability to work under pressure and see tasks through to completion.

Required skills