Background

At d.light, we are on a mission to transform the lives of 1 billion people with sustainable products. As the Manager, Contact Center Operations, you will play a key role in ensuring our customers receive exceptional support through high-quality, efficient, and customer-focused contact center operations. You will work closely with selected partners and internal teams to strengthen service delivery, improve customer satisfaction, and embed a strong customer-first culture across the business.

Key responsibilities

• Implement, track, and continuously improve key performance indicators (KPIs) to raise service delivery standards.
• Work closely with d.light’s technical team and contact center partners to resolve customer issues promptly and prevent repeat occurrences.
• Build the capability of the service team through training, coaching, and performance evaluation.
• Deliver agreed contact center metrics and targets within defined timelines and cost parameters.
• Drive operational improvements and implement business-directed actions as required.
• Promote efficiency, accountability, and a customer-centric approach across all contact centre activities.

Minimum Qualifications and Experience

• Bachelor’s degree in Social Sciences, Business Administration, or a related field
• Additional call centre qualifications or a Diploma in Customer Service Management will be an added advantage
• At least 5 years of experience in a call centre or service industry environment
• Experience in technology-oriented service businesses such as mobile telephony, BPO call centres, or similar sectors will be an added advantage

Skills and Competencies

• Strong leadership and coaching skills with the ability to motivate teams to deliver results
• Excellent written and verbal communication skills, including report and letter writing
• Strong planning, organising, and multitasking ability
• Good problem-solving and decision-making skills
• Strong attention to detail and ability to monitor performance effectively
• High level of dependability and accountability

Knowledge and Technical Requirements

• Sound understanding of operations, business processes, and team performance management
• Knowledge of call centre industry practices, customer service trends, and standard operating procedures
• Technical understanding of service support environments and issue resolution processes

• Implement, track, and continuously improve key performance indicators (KPIs) to raise service delivery standards.
• Work closely with d.light’s technical team and contact center partners to resolve customer issues promptly and prevent repeat occurrences.
• Build the capability of the service team through training, coaching, and performance evaluation.
• Deliver agreed contact center metrics and targets within defined timelines and cost parameters.
• Drive operational improvements and implement business-directed actions as required.
• Promote efficiency, accountability, and a customer-centric approach across all contact centre activities.

• Strong leadership and coaching skills with the ability to motivate teams to deliver results
• Excellent written and verbal communication skills, including report and letter writing
• Strong planning, organising, and multitasking ability
• Good problem-solving and decision-making skills
• Strong attention to detail and ability to monitor performance effectively
• High level of dependability and accountability

• Bachelor’s degree in Social Sciences, Business Administration, or a related field
• Additional call centre qualifications or a Diploma in Customer Service Management will be an added advantage
• At least 5 years of experience in a call centre or service industry environment
• Experience in technology-oriented service businesses such as mobile telephony, BPO call centres, or similar sectors will be an added advantage
• Sound understanding of operations, business processes, and team performance management
• Knowledge of call centre industry practices, customer service trends, and standard operating procedures
• Technical understanding of service support environments and issue resolution processes