Call Center Manager

Job Purpose: To provide overall leadership and strategic direction for all call center operations, ensuring the highest standards of customer service for all sectors (Individuals, Business, and Internal Staff), while enhancing operational efficiency across all communication channels. Key Responsibilities: • Operational Leadership & Management: • Fully lead and manage daily call center operations across all engagement channels (Inbound/Outbound Calls, Email, SMS, and Interactive Messaging). • Provide comprehensive oversight covering all service streams (Individuals, Business, and Internal Employees). • Develop operational plans and strategies to ensure prompt resolution of inquiries and complaints. • Performance & Team Management: • Monitor and evaluate the performance of call center teams and agents, providing guidance and coaching to elevate service standards. • Ensure strict adherence to quality assurance standards and customer service best practices. • Optimize workforce planning and shift scheduling to ensure seamless coverage. • Reporting & Analytics: • Track and analyze key performance indicators (KPIs) such as response times, average handle times, and customer satisfaction levels, presenting regular insights to senior management. • Analyze data trends to identify operational bottlenecks and implement long-term solutions. Requirements & Qualifications: • Experience: Minimum of 10 years of experience in call center operations and customer service management. • Skills & Competencies: • Demonstrated ability to lead and manage multi-channel contact center operations (Calls, Email, SMS, Interactive Messaging). • Strong leadership and management capability across diverse customer domains (Individuals, Business, Employees). • Exceptional communication, problem-solving, and crisis management skills. • Proficiency in modern call center software and CRM systems. Show more Show less