The Call Centre Manager will be responsible for overseeing the day-to-day operations of the call centre, managing a team of customer service representatives, and ensuring high levels of customer satisfaction. The successful candidate will be responsible for setting performance targets, monitoring service levels, and implementing strategies to optimize call centre efficiency and effectiveness. The Call Centre Manager will also be responsible for training and coaching team members, resolving escalated customer issues, and driving continuous improvement in customer service processes.
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 |