Job Details

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Customer Operations Manager

Bridging Gap Solutions Ltd | Lusaka

Bridging Gap Solutions Ltd

Innovating the future of tech solutions in Zambia.

Job Description

The Customer Operations Manager is a strategic leadership role responsible for ensuring operational excellence, workforce efficiency, and service quality across call centers. This position oversees Workforce Management (WFM), Management Information Systems (MIS), Back Office Operations, Escalations, Training & Development, and customer Retention activities. The ideal candidate will drive performance optimization, compliance, and continuous improvement while maintaining high employee engagement and customer satisfaction.

Key Responsibilities & Duties:

1. Workforce Management (WFM) & MIS Oversight

2.Back Office & Escalation Management

3. Training & Development

4. Employee Retention & Engagement

5. Cross-Functional Leadership & Continuous Improvement

Required Qualifications & Skills:

Education & Experience :

Key Competencies:

Please submit your resume and a cover letter detailing your qualifications and experience to [email protected]. Include “Customer Operations Manager Application” in the subject line.

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