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

 Strong leadership skills with the ability to motivate, coach, and develop a team of customer  service representatives

• 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