Make your next big career move by applying as KMC Solutions’ next SENIOR OPERATIONS MANAGER

VikingCloud is the leading Predict-to-Prevent cybersecurity and compliance company, offering businesses a single, integrated solution to make informed, predictive, and cost-effective risk mitigation decisions – faster. Powered by the Asgard Platform, the industry’s largest repository of anonymized cybersecurity and compliance event data, we continuously monitor and analyze over 6+ billion online events every day. 

VikingCloud is the one-stop partner trusted by 4+ million customers to provide the predictive intelligence and competitive edge they need to stay one step ahead of cybersecurity and compliance disruptions to their business. Our 1,000 dedicated cybersecurity and compliance expert advisors understand that it’s not just about technology. It’s about transacting business and delivering an exceptional customer experience every day, without fail. That’s the measurable value we deliver. And that’s what we call, Business Uninterrupted.

The Senior Operations Manager is responsible for overseeing the day-to-day operational performance of the contact centre. This role includes managing multiple teams, ensuring service level agreements (SLAs) are met, driving operational efficiency, and contributing to the strategic goals of the organization. The Senior Operations Manager plays a critical role in maintaining high levels of customer satisfaction, employee engagement, and overall operational excellence. 

On top of your salary, here are the exciting benefits you can look forward to:

• Health Insurance/HMO 
• Enjoy unlimited MadMax Coffee
• Diverse learning & growth opportunities
• Accessible Cloud HR platform (Sprout)
• Above standard leaves

The main responsibilities of a SENIOR OPERATIONS MANAGER include:

·  Oversee daily contact center operations, ensuring that all teams meet or exceed performance targets, including SLAs, KPIs, other metrics. 

·  Participates with other senior managers to establish strategic plans and objectives.

·  Involved in developing, modifying and executing company policies that affects the operations.

·  Monitor and analyse key performance indicators (KPIs) to ensure the contact centre meets or exceeds service level agreements (SLAs) and customer expectations. 

·  Works on issues where analysis of situations or data requires an in-depth knowledge of organizational objectives.

·  Implements strategic policies when selecting methods, techniques, and evaluation criteria for obtaining results.

·  Ensures budgets and schedules meet corporate requirements.

·  Regularly interacts with senior management or executive levels on matters concerning several functional areas, divisions and/or customers.

·  Requires the ability to change the thinking of, or gain acceptance from, others in sensitive situations, without damage to the relationship.

·  Manages activities of two or more sections or departments. 

·  Exercises supervision in terms of costs, methods, and staffing. 

·  Lead, motivate, and support assigned operations team including their career development plans.

·  Foster a positive work environment that encourages teamwork, accountability, and high performing culture. 

·  Ensure that business continuity plans are in place and that the contact centre can respond effectively to any disruptions. 

·  Ensure that all contact center operations comply with relevant legal, regulatory, and company standards. 

·  Adhere to the company’s policies and standards and ensure that laws and regulations are being followed.

To apply, you must be an expert on the following requirements:

·  At least five years of experience in a managerial role in Contact Centre or related field.

·  Proven organizational, communication, and leadership skills, supported by a track record of professional achievements. 

·  Demonstrated ability to lead operational improvements and drive performance. 

·  Ability to work under pressure and manage multiple priorities to rapidly changing business needs.

·  Proficiency with contact centre technologies and tools. 

·  Strong working knowledge of industry regulations and legal guidelines