Operations Support Specialist
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Job Location:
Monthly Salary:
Experience Required:
Posted on:
4 hours ago
Vacancies:
1 Vacancy
Job Summary
The Operations Support Specialist provides analytical administrative and operational support to ensure the effective day-to-day functioning of the contact center.
The role bridges Operations WFM Quality Training and HR to ensure performance stability client SLA adherence and continuous improvement within the BPO environment.
This role is critical in maintaining operational governance reporting integrity and performance optimization.
Key Responsibilities
Operational Performance Support
Monitor real-time and historical performance metrics (AHT Service Level CSAT Occupancy Shrinkage).
Identify performance trends risks and improvement opportunities.
Prepare daily weekly and monthly performance packs.
Support Operations Managers with root cause analysis for KPI under performance.
Assist in action plan tracking and governance follow-ups.
Reporting & Analytics
Compile and distribute:
o Daily operational dashboards
o SLA performance reports
o Attrition and absenteeism reports
o Productivity tracking reports
Validate data integrity across systems (ACD CRM WFM tools).
Build and maintain reporting templates and trackers.
Support client reporting requirements where applicable.
Workforce & Capacity Support
Liaise with WFM to align staffing to forecast and schedule adherence.
Monitor intraday staffing variances and escalate risks.
Track shrinkage drivers and support mitigation initiatives.
Support headcount modelling and capacity planning exercises.
Governance & Compliance
Ensure adherence to SOPs and operational processes.
Maintain documentation of processes trackers and governance controls.
Support audit preparation and internal compliance checks.
Track risk registers and mitigation plans.
Recruitment & Onboarding Support
Track new hire performance and early life-cycle attrition.
Support training-to-floor transition governance.
Maintain probation performance trackers.
Assist in reporting on early warning indicators (e.g. attendance quality scores productivity).
Continuous Improvement
Participate in process optimization initiatives.
Support root cause analysis (RCA) workshops.
Assist with implementation tracking of improvement projects.
Identify automation and reporting efficiency opportunities.
Stakeholder Coordination
Act as liaison between:
o Operations
o WFM
o QA o Training
o HR
o IT
Prepare materials for OpsCo/Exco and client meetings.
Track action logs and governance commitments.
Requirements
35 years experience in a BPO contact center environment
Experience in operations reporting or WFM support preferred
Strong MIS background
Diploma/Degree in Business Operations Analytics or related field advantageous
Skills & Competencies Technical
Advanced Excel (pivot tables VLOOKUP/XLOOKUP Power Query preferred)
Strong data interpretation skills
Experience with ACD / CRM / WFM systems
Understanding of contact center metrics Analytical
Root cause analysis capability
Trend analysis
Performance variance investigation Behavioral
High attention to detail
Structured and organized
Strong stakeholder communication
Proactive problem-solving
Ability to work under pressure
Required Skills:
Exceptional communication skills both written and verbal Obsessed with dogs A lover of animals (required) Customer service experience Ready to get stuck in and work hard Reasonable numerical reasoning skills Kind giving and thoughtful Obsessive organizer Eager to learn and improve Genuine honest innovative and adaptable Creative curious and full of ideas Matric or equivalent Hospitality and concierge experience is highly advantageous. Experience on live web chat email and voice experience essential
Company Industry
IT Services and IT Consulting
Key Skills
- Financial Services
- Information Technology
- Cost Control
- Corporate Risk Management
- Law
