Call Center Manager
Call Center Manager
Posted on :
18-05-2025
Employer Active
1 Vacancy
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Job Description
Position Overview
The Call Center Manager is responsible for the strategic oversight and operational performance of the call center team. This role ensures that the call center delivers exceptional customer service meets performance benchmarks and operates efficiently. The manager leads supervisors and agents develops policies manages budgets and implements process improvements to enhance both the customer and employee experience. This position is critical in aligning daily operations with broader business objectives and customer satisfaction goals.
Key Responsibilities
- Lead coach and develop a team of supervisors and agents to maintain high performance and morale.
- Oversee the daily operations of the call center including workforce planning resource allocation and service delivery.
- Monitor KPIs such as call volume service levels firstcall resolution customer satisfaction and agent productivity.
- Analyze operational reports to identify trends and recommend improvements in processes training and technology.
- Collaborate with senior leadership to align call center strategies with business goals.
- Handle highlevel customer escalations and ensure resolution policies are followed effectively.
- Develop and manage the call center s budget ensuring optimal use of resources and cost efficiency.
- Partner with HR and training departments to recruit onboard and retain talent.
- Ensure compliance with regulatory standards and internal quality assurance practices.
- Champion a culture of continuous improvement and customercentric service delivery.
Key Skills
- Strong analytical organizational and decisionmaking capabilities.
- Proven leadership and teambuilding skills with experience managing large teams.
- Excellent communication and interpersonal skills at all levels.
- Indepth knowledge of call center operations metrics and technologies.
- Ability to develop and implement strategic plans and measure performance outcomes.
- High emotional intelligence and conflict resolution skills.
Requirements
Required Qualifications & Experience
- Bachelors degree in Business Administration Communications or a related field (Master s degree is an advantage).
- Professional certifications in Customer Service Management Contact Center Operations or Workforce Planning.
- Advanced proficiency in CRM platforms and workforce management tools (e.g. NICE Zendesk Salesforce Talkdesk).
- Strong command of data analysis tools (e.g. Excel dashboards or BI tools.
- Minimum of 5 7 years of experience in a call center or customer service environment.
- At least 3 4 years in a management or senior supervisory role overseeing teams and operations.
- Track record of driving operational excellence improving customer satisfaction and leading highperforming teams.
- Experience in budget management crossdepartmental collaboration and implementing change management initiatives.
Benefits
What We Offer
- A dynamic and purposedriven work environment.
- Opportunity to contribute directly to strategic outcomes.
- Professional development and growth within a forwardthinking organisation.
- Competitive salary package and benefits.
Employment Type
Full Time
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