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Cs Operations Manager

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Bolt

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Location:
Ghana , Accra

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

The CS Operations Manager is responsible for overseeing day-to-day operations across multiple markets, ensuring alignment with business goals and consistent delivery on KPIs. This role bridges high-level strategy and on-ground execution, driving operational efficiency, service quality, and outsourced team performance through close collaboration with internal operations teams and BPO partners. Additionally, this role will play a central part in managing outsourced partners for Back Office and Compliance Operations, leading end-to-end implementation of new initiatives, managing stakeholder relationships, ensuring efficient resource forecasting, and supporting Local Operations teams with their operational needs.

Job Responsibility:

  • Ensure strict adherence to core KPIs: speed, resolution, quality, and cost
  • Align execution at the team level with business objectives, proactively identifying and eliminating inefficiencies
  • Optimize workflows, processes, and queue management models, while supporting continuous improvement initiatives in partnership with Central Operations
  • Actively contribute to QA-driven projects and workforce management initiatives to improve efficiency
  • Integrate QA feedback loops into daily operations, ensuring follow-through from BPO and local operations teams
  • Drive high user satisfaction by continuously raising service standards
  • Partner with analytics teams to identify performance trends and implement corrective actions
  • Collaborate closely with BPO partners to align on performance targets, escalation management, and agent development. Lead performance reviews and drive improvements in outsourced quality and efficiency
  • Own WFM, QA, and Training resources to ensure consistent operational support and scalability
  • Lead regional change management efforts and support the rollout of new initiatives
  • Manage Team Leaders across the CS Operations and multiple markets, ensuring delivery on performance expectations

Requirements:

  • BPO Governance: Manage performance and governance of outsourced partners supporting Back Office and Compliance Operations, ensuring alignment with compliance requirements and service quality standards
  • Stakeholder Management: Act as the primary point of contact for internal and external stakeholders, ensuring clear communication and accountability across functions
  • End-to-End Implementation: Lead the design, implementation, and monitoring of new operational activities, ensuring structured project management and seamless delivery
  • Forecasting & Resource Planning: Forecast resource requirements, monitor utilization, and ensure operational efficiency across markets and workflows
  • Cost Management: Own the estimation, monitoring, and reporting of operational costs
  • ensure budget alignment and cost efficiency across outsourced and internal activities
  • Support to Local Operations: Provide operational and strategic support to Local Operations teams, translating local needs into scalable central solutions and facilitating effective execution on the ground

Additional Information:

Job Posted:
January 04, 2026

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