Latest Job Announcement at Bolt Ghana

January 5, 2026 11:05 am

Latest Job Announcement at Bolt Ghana

Bolt Ghana is seeking a strategic CS Operations Manager to lead and optimize customer service operations across multiple markets. This pivotal role ensures day-to-day activities align directly with our core business objectives and key performance indicators. You will act as the essential bridge between high-level strategy and ground-level execution, driving significant improvements in operational efficiency, service quality, and outsourced partner performance. Furthermore, you will manage outsourced partners for Back Office and Compliance Operations, leading new initiative implementation and providing robust support to Local Operations teams.

Key Responsibilities and Tasks

Your leadership will ensure the delivery of exceptional service while maintaining strict cost and quality controls.

Guarantee strict adherence to all core KPIs, including speed, resolution quality, and operational cost.
Align team-level execution with business goals, proactively identifying and removing process inefficiencies.
Optimize workflows, queue management models, and support continuous improvement projects with Central Operations.
Contribute actively to quality assurance projects and workforce management initiatives to boost efficiency.
Integrate QA feedback directly into daily operations, ensuring follow-through from all teams.
Drive higher user satisfaction by consistently elevating service standards and expectations.
Partner with analytics teams to identify performance trends and implement effective corrective actions.
Collaborate closely with BPO partners on performance targets, escalation protocols, and agent development.
Own Workforce Management, Quality Assurance, and Training resources to ensure consistent support and scalability.
Lead regional change management and support the smooth rollout of new operational initiatives.
Manage Team Leaders across Customer Service Operations in multiple markets to ensure performance delivery.

Additional Operational Leadership Duties

You will also govern critical operational partnerships and ensure strategic alignment across functions.

BPO Governance: Manage the performance and governance of outsourced partners for Back Office and Compliance Operations, ensuring compliance and quality.
Stakeholder Management: Serve as the primary point of contact for internal and external stakeholders, ensuring clear communication and accountability.
Initiative Implementation: Lead the end-to-end design, execution, and monitoring of new operational activities with structured project management.
Resource Planning: Forecast resource requirements, monitor utilization, and ensure operational efficiency across all markets.
Cost Management: Own the estimation, tracking, and reporting of operational costs to ensure budget alignment and efficiency.
Local Operations Support: Provide strategic and operational support to Local Operations teams, translating their needs into scalable central solutions.

Your Profile

The ideal candidate is a results-driven leader with a strong background in managing complex, multi-market customer service operations. You possess exceptional analytical skills and a proven ability to manage both internal teams and external BPO partnerships effectively. A deep understanding of workforce management, quality assurance frameworks, and cost optimization is essential.

This role at Bolt Ghana offers a substantial opportunity to shape the customer experience for a leading mobility platform in Africa. If you are an operational expert ready to drive excellence and innovation in a fast paced environment, we encourage your application.

How to Apply for this Job at Bolt Ghana

Interested candidates should follow the application instructions in the official job posting, which typically involves submitting a CV and cover letter through Palladium’s careers portal.

Click Here to Apply

Closing Date: 30 January 2025

NOTE:

Please be aware that employers typically receive a high volume of applications for each position and will only shortlist the most qualified candidates. Please note that NewsNowGh.com is not involved in the employer’s recruitment decisions and does not guarantee that applicants will be shortlisted or selected for any role.