Job Summary
The Call Center Manager is responsible for overseeing daily call center operations, ensuring high levels of customer satisfaction, team performance, and service quality. This role manages staff, optimizes processes, monitors KPIs, and works closely with other departments to meet business objectives.
Key Responsibilities
- Manage and supervise daily call center operations (inbound/outbound).
- Lead, coach, and develop team leaders and call center agents.
- Set performance goals and monitor KPIs such as AHT, SLA, CSAT, QA scores, and attendance.
- Ensure excellent customer service standards and handle escalated customer complaints.
- Prepare schedules, shifts, and workforce planning to meet service levels.
- Conduct regular performance reviews and provide constructive feedback.
- Identify training needs and coordinate onboarding and ongoing training programs.
- Develop and improve call center policies, procedures, and workflows.
- Prepare daily, weekly, and monthly performance reports for management.
- Ensure compliance with company policies, data privacy, and quality standards.
- Collaborate with HR, IT, and Operations to improve systems and processes.
- Manage call center tools, CRM systems, and telephony platforms.
Qualifications & Requirements
- Bachelor's degree in Business Administration, Management, or a related field (preferred).
- 35 years of experience in call center operations, with at least 2 years in a managerial role.
- Strong leadership and people-management skills.
- Experience working with KPIs, dashboards, and performance reporting.
- Excellent communication and problem-solving skills.
- Ability to work under pressure and manage multiple priorities.
- Strong analytical and decision-making abilities.
- Proficiency in CRM systems and call center software.
- Fluent in English (additional languages are a plus).
Key Skills
- Team leadership & coaching
- Customer experience management
- Performance analysis & reporting
- Conflict resolution
- Process improvement
- Time & workforce management
