Call Centre Manager
Call Centre Manager
Posted on :
03-09-2025
Employer Active
1 Vacancy
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Job Description
Our client in the service industry is looking for a Call Centre Manager to join their team. The Call Centre Manager will oversee daily operations of the call centre ensuring excellent customer service efficient workflow and achievement of performance targets.
Salary and Benefits:
- Negotiable.
Main Responsibilities:
- Lead coach and manage the call centre team to meet and exceed performance targets.
- Monitor KPIs such as call handling time customer satisfaction and first-call resolution.
- Ensure smooth day-to-day operations including staffing scheduling and workflow management.
- Handle escalated customer queries and complaints effectively.
- Develop and implement training programs to improve team skills and service quality.
- Prepare and present performance reports to senior management.
- Collaborate with other departments to streamline processes and improve customer experience.
- Manage call centre budgets and resources efficiently.
- Keep up to date with industry trends technologies and best practices.
Key Skills:
- Strong leadership and team management skills.
- Excellent communication and interpersonal skills.
- Analytical mindset with the ability to use data to drive performance improvements.
- Problem-solving and decision-making abilities under pressure.
- High customer service orientation and attention to detail.
- Ability to multitask and adapt to changing priorities.
Qualifications and Experience:
- Bachelors degree in Business Communications or a related field (preferred).
- Proven experience in call centre management or supervisory roles.
- Familiarity with call centre technology CRM systems and telephony software.
- Track record of meeting or exceeding KPIs in a customer service environment.
Employment Type
Full-time
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