Operations Manager

Company: Total Credit Services (TCS) Employment Type: Full-Time, Permanent Reports to: Managing Director

About the Company

Total Credit Services Limited (TCS) is a member of the JN Group.  The company commenced operations in 2003 as a debt recovery specialist.  Since then, the company has broadened its range of services, which now include business process outsourcing (BPO).  Currently, the company provides a wide range of business and knowledge process outsourcing services, including inbound and outbound contact center operations, live chat, customer care, sales support and debt collections. This evolution boldly reflects the company's commitment to delivering reliable, customer-focused solutions, while leveraging its deep understanding of the financial services sector.

The Opportunity

TCS is seeking an experienced and results-oriented Operations Manager who will lead the contact centre's day-to-day operations while driving its transformation into an AI-enabled, data-driven customer experience (CX) operation. The role combines operational leadership, client management, workforce optimization, performance management, and technology-driven innovation.

Key Responsibilities

1. Customer Experience Leadership

• Own and execute the Contact Centre CX roadmap.
• Improve customer satisfaction (CSAT), customer effort (CES), and loyalty (NPS).
• Use customer feedback, complaints, and voice-of-customer insights to drive continuous improvement.

2. AI & Automation Transformation

• Develop and present the vision for AI-driven operations.
• Build business cases for technologies such as:
• AI-assisted routing, Chatbots and virtual agents, Real-time agent assistance, Automated quality assurance and Intelligent forecasting.
• Lead implementation and change management of AI solutions.
• Measure and report efficiency gains, cost savings, and productivity improvements.

4. Workforce & Operational Leadership

• Partner with Workforce Management (WFM) on forecasting and scheduling.

· Partner with the Sales Manager to align operational capacity with sales targets, campaign launches and lead volumes.

· Lead, coach and develop Team Leads and their reportees.

• Drive employee engagement, retention and succession planning.

5. Performance & Systems Management

• Own operational KPIs, including:
• SLA, AHT (Average Handle Time), FCR (First Contact Resolution), CSAT/NPS, Quality Scores, Attrition, Cost per Contact
• Utilize NICE CXone, Phenix, OnBase and KPro platforms.
• Maintain business continuity and disaster recovery readiness.

What You Bring

• Bachelor's degree in Business Administration, Management, or related field
• Minimum 5 years' experience managing contact centre operations, preferably in a multi-client/ BPO or outsourced environment
• Client relationship management experience
• Strong analytical and commercial acumen
• Experience driving measurable CX improvements
• Strong coaching, leadership and stakeholder management skills
• Working knowledge of NICE CXone and contact centre routing principles.
• Developed problem solving skills sufficient to analyze opportunities for efficiency and resolve relatively complex issues related to operations
• Well-developed presentation / communication skills -  able to present performance and plans to directors/senior/client audiences.

What Success Looks Like - First six (6) months

The successful candidate is expected to:

• Establish an operational improvement plan.
• Deliver measurable improvements in:
• CSAT/NPS, SLA performance, FCR, AHT and Workforce efficiency
• Strengthen client and team performance.
• Recommend a credible AI and automation roadmap with measurable business impact.

Apply

If you have the operational leadership, technical capability and forward-thinking approach to take a contact centre operation to the next level, apply by Sunday, August 30, 2026 .