Call Centre Manager

Key Responsibilities: 

• Manage the day-to-day operations of the call centre, including monitoring call volume,  service levels, and team performance 

• Lead, coach, and mentor a team of customer service representatives to deliver exceptional  service and meet performance targets 

• Develop and implement call centre policies, procedures, and performance standards to  ensure high levels of customer satisfaction 

• Monitor and analyse key performance metrics, such as average handle time, first call  resolution, and customer satisfaction scores 

• Identify trends, insights, and opportunities for improvement in call centre operations and  customer service processes 

• Conduct regular performance evaluations, provide feedback, and implement training  programs to enhance team performance 

• Handle escalated customer issues and complaints in a timely and effective manner,  ensuring resolution and customer satisfaction 

• Collaborate with cross-functional teams, including marketing, sales, and product  development, to align call centre operations with business goals 

Qualifications: 

• Bachelor’s degree in Business, Management, Communications, or related field; MBA  preferred 

• 5-7 years of experience in call centre management, customer service, or related roles

• Excellent communication and interpersonal skills, with the ability to build positive  relationships with team members and customers 

• Analytical mindset with the ability to interpret data and metrics to drive decision-making  and continuous improvement 

• Knowledge of call centre technologies, tools, and best practices for optimizing call centre  operations 

• Proven track record of driving operational excellence, improving customer satisfaction, and  achieving performance targets 

• Detail-oriented and organized, with the ability to manage multiple priorities and projects  simultaneously