Vacancies at Mango5

KEY RESPONSIBILITIES

Operational Oversight

• Ensure smooth day-to-day operations and address workflow challenges
• Align campaign execution with broader business goals
• Resolve bottlenecks and maintain service delivery standards

Performance Management

• Track KPIs and monitor team performance closely
• Analyze data and implement improvement plans to boost results
• Support the Operations Manager in driving efficiency and quality

Team Leadership

• Lead, coach, and mentor Team Managers, QA Agents, and other staff
• Foster a performance-driven culture aligned with Mango5 values
• Drive employee engagement and retention

Strategic Execution

• Translate business strategies into practical, measurable actions
• Ensure team execution supports the department's overall vision and goals

Cross-Functional Collaboration

• Coordinate with internal teams including HR, Finance, and Client Services
• Ensure seamless delivery through effective resource and workflow alignment

Compliance & Risk Management

• Enforce adherence to regulatory standards, company policies, and procedures
• Identify and mitigate operational risks proactively

Client & Stakeholder Engagement

• Support client initiatives and foster strong relationships
• Collaborate with the Operations Manager to meet SLAs and client expectations

QUALIFICATIONS

• Matric (Essential)
• Bachelor’s Degree or Diploma in Business Administration, Operations Management, or a related field (Advantageous)
• 3–5 years’ international BPO/contact center experience
• 2+ years’ experience managing client relationships, ideally with U.S. clients
• Proven track record in leading team managers and delivering on campaign goals
• Clear criminal and credit record 

KEY SKILLS

• Strong leadership, project and workforce management capabilities
• Proficient in Microsoft Office, Google Suite, and CRM/data analytics tools
• Analytical thinker with strong problem-solving skills
• Exceptional verbal and written communication
• High attention to detail, organizational and time management skills 

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KEY RESPONSIBILITIES

International Growth & Business Expansion

• Develop and execute a global go-to-market strategy targeting enterprises in the USA, UK, and EU.
• Identify high-value outsourcing opportunities and secure contracts with Fortune 500 companies and fast-growing startups.
• Define Mango5’s expansion roadmap, revenue objectives, and market positioning in collaboration with the CEO & Executive Committee (Exco).

Enterprise Sales & Strategic Partnerships

• Engage C-suite executives and decision-makers to position Mango5 as a strategic outsourcing partner.
• Develop strategic partnerships with Private Equity (PE) firms, VC-backed startups, and multinational corporations.
• Lead contract negotiations, RFP responses, and executive-level presentations.
• Represent Mango5 at global outsourcing conferences, trade shows, and industry summits.

Brand Positioning & Thought Leadership

• Establish Mango5 as a leader in AI-driven customer service, multilingual support, and outsourcing innovation.
• Drive PR, content strategy, and executive networking to enhance market visibility.
• Develop and implement digital marketing strategies to expand reach and influence.

Revenue & Profitability Leadership

• Own the global revenue & growth P&L, ensuring profitability and scalable revenue streams.
• Build predictable sales pipelines, leveraging data-driven strategies, automation, and AI-powered lead generation.
• Optimize sales processes and analytics using CRM, sales automation, and AI-driven insights.

Executive Leadership & Cross-Functional Collaboration

• Serve as a key member of the Executive Committee (Exco), contributing to strategic decision-making.
• Align Operations, HR, and Technology teams to ensure seamless service delivery and operational scalability.
• Oversee contract execution, ensuring exceptional client service and operational efficiency.

Minimum Experience:

• 5+ years of senior leadership experience in BPO, RPO, Enterprise Sales, or Business Development.
• Proven success in global sales and market expansion across North America, UK, and Europe.
• Track record of closing multi-million-dollar outsourcing contracts.
• Experience working with Fortune 500 companies, high-growth startups, or Private Equity-backed firms.

Educational Requirements:

• No criminal record