Call Center Ops Manager

About the role

We are looking for a seasoned Operations Manager to build and lead our high-performance insurance contact center. You will be responsible for the end-to-end service delivery strategy, from workforce management (WFM) to regulatory compliance. Your mission is to ensure that our "Go-Live" phase transitions into a stable, scalable, and world-class customer excellence department.

What you'll do

• Inbound service and outbound sales support
• Forecasting to match the rapid growth of our merchant base
• Guidelines, Data Privacy/GDPR). Conduct regular audits on call recordings for quality
• Setting up team and agent level sales targets, ensuring targets are met etc
• Sales to ensure the call center is aligned with broader company goals

What you need

• 7–13 yrs of experience
• Sales
• Six Sigma
• Underwriting
• Data privacy
• Product marketing
• Any graduate