Assistant Operations Manager (AOM)

About the role

Career Directions Limited (CDL) is hiring an Assistant Operations Manager (AOM) in Kigali, Rwanda, reporting to the Service Delivery Manager. The role covers customer service for internal and external clients, leadership of a contact center team, process improvement, data analysis and reporting, and client and stakeholder management.

Key responsibilities

• Supervise, coach and manage Team Leaders and customer support agents; run performance reviews and set objectives with Service Delivery.
• Analyze workflows, monitor KPIs such as response times, issue resolution, productivity and customer satisfaction, and coordinate scheduling with Workforce Management.
• Collect and analyze operational data, prepare reports and recommend data-driven improvements.
• Resolve customer inquiries and complaints, manage escalations and act on customer feedback.
• Identify training needs, ensure product knowledge and customer service skills, and monitor training effectiveness.
• Act as the operational point of contact for client queries, attend client meetings and help develop improvement plans.
• Ensure compliance with company policies, confidentiality and data protection regulations, and report suspected security incidents.

Required profile

• Bachelor's degree in Business Administration, Information Technology, Computer Science or a related field.
• At least five years of progressive experience in operations management, customer service or a related field, preferably in BPO or contact centers, including managing Team Leaders.
• Experience in workforce planning, client relationship management and escalation handling.
• Fluency in both Canadian French and English is highly preferred; bilingual candidates with strong communication skills get preference.

Required skills

• Leadership, coaching and team management.
• Strong analytical, problem-solving and decision-making abilities.
• Proficiency in reporting, data analysis and presentation tools.
• Knowledge of information security, data protection and risk management is an added advantage; certifications in these areas are desirable.