Purpose of the role

To lead a high-performing call centre that delivers results and makes life easy for Unifi clients. You’ll turn business goals into clear priorities, build strong and capable teams, and create an environment where community members take ownership, grow and perform at their best, while treating every client with dignity and respect.

Responsibilities

• Take ownership of the call centre’s operational performance by setting clear priorities, track progress and hold teams accountable for results.
• Build capable, confident team leaders who take ownership of their teams, manage performance, coach their community members and address challenges early.
• Challenge how things are done and find ways to improve processes to make life easier for our clients and teams.
• Plan staffing, shifts, workloads and resources to meet operational demands, manage costs and maintain service levels.
• Create an environment where people feel supported, take ownership, work together and are challenged to perform at their best.
• Make sure all client interactions are aligned to the Unifi way, treating clients with dignity and respect
• Use performance data to identify trends, understand problems and make practical changes that improve productivity, service and results.
• Partner with country teams to solve operational challenges, share frontline insights and improve systems, processes and the client experience.
• Work with HR to recruit the right people, develop talent, manage performance and address people challenges early.

Requirements

• A relevant qualification in Business Management, Operations or a related field is advantageous, but proven operational leadership experience matters more.
• 5+ years of operational management experience in a fast paced, target-driven environment, ideally in financial services or call centre operations.
• Proven experience leading other managers across multiple teams, with a track record of improving performance and developing people.
• Strong understanding of call centre operations, workforce planning, resource management, performance targets and cost efficiency.
• Experience managing sales, collections or recovery operations and know how drive performance.
• Strong analytical skills, with the ability to interpret data, identify trends, solve problems and make informed decisions.
• A hands-on, practical approach to leadership, with the ability to balance day-to-day operational demands with longer-term improvements.
• The confidence to set clear expectations, challenge performance and have difficult conversations while treating people with dignity and respect.
• A curious, solutions-focused mindset. You question how things are done, challenge what isn’t working and take ownership of making things better.
• Strong communication and relationship building skills, with the ability to work across teams, influence decisions and bring people along.
• Fluent in English.

• Take ownership of the call centre’s operational performance by setting clear priorities, track progress and hold teams accountable for results.
• Build capable, confident team leaders who take ownership of their teams, manage performance, coach their community members and address challenges early.
• Challenge how things are done and find ways to improve processes to make life easier for our clients and teams.
• Plan staffing, shifts, workloads and resources to meet operational demands, manage costs and maintain service levels.
• Create an environment where people feel supported, take ownership, work together and are challenged to perform at their best.
• Make sure all client interactions are aligned to the Unifi way, treating clients with dignity and respect
• Use performance data to identify trends, understand problems and make practical changes that improve productivity, service and results.
• Partner with country teams to solve operational challenges, share frontline insights and improve systems, processes and the client experience.
• Work with HR to recruit the right people, develop talent, manage performance and address people challenges early.

• Operational leadership
• Team leadership
• Performance management
• Coaching
• Process improvement
• Staffing
• Workforce planning
• Resource management
• Cost management
• Service level management
• Client interaction
• Data analysis
• Problem-solving
• Interpersonal skills
• Communication
• Relationship building
• Influencing
• English fluency

• Relevant qualification in Business Management, Operations or a related field is advantageous
• Proven operational leadership experience
• 5+ years of operational management experience in a fast paced, target-driven environment
• Experience in financial services or call centre operations is ideal
• Proven experience leading other managers across multiple teams
• Track record of improving performance and developing people
• Strong understanding of call centre operations, workforce planning, resource management, performance targets and cost efficiency
• Experience managing sales, collections or recovery operations
• Strong analytical skills
• Ability to interpret data, identify trends, solve problems and make informed decisions
• Hands-on, practical approach to leadership
• Ability to balance day-to-day operational demands with longer-term improvements
• Confidence to set clear expectations, challenge performance and have difficult conversations
• Curious, solutions-focused mindset
• Strong communication and relationship building skills
• Ability to work across teams, influence decisions and bring people along
• Fluent in English