Manager on Duty

As the Manager on Duty (MOD), you are the primary leadership figure on-site during our nightshift operations. You will be responsible for ensuring that all call centre activities run smoothly, staff remain productive, and company procedures are followed to the letter. This is a high-autonomy role requiring a decisive leader who can handle complex staff dynamics and operational challenges without direct supervision.
Key Responsibilities
Operational Leadership: Oversee the entire nightshift floor, ensuring all teams meet their performance targets and service level agreements (SLAs).
Conflict Resolution: Act as the final point of escalation for internal staff disputes and ensure a professional, harmonious working environment.
Procedural Adherence: Monitor and enforce strict adherence to Standard Operating Procedures (SOPs), including security, data privacy, and health and safety protocols.
Performance Monitoring: Conduct real-time coaching and address any conduct or perform...