Call Center Manager

Job Description – Call Center Manager Employment Type: Full-Time Position Summary We are seeking an experienced and results-driven Call Center Manager to lead and optimize omnichannel customer service operations across voice calls, email, live chat, messaging platforms, social media, and other digital channels. The successful candidate will be responsible for improving customer satisfaction, operational efficiency, team productivity, and service quality while leveraging technology, AI, and automation to enhance performance and control costs. Key Responsibilities 1. Omnichannel Contact Center Operations • Oversee daily customer service operations across voice and digital communication channels. • Establish and monitor service levels, response times, and resolution targets. • Ensure consistent customer experience and seamless case handling across channels. • Manage customer complaints, escalations, and complex service issues. • Develop and improve operational procedures, workflows, and service standards. 2. Team Leadership and Performance • Lead, coach, and develop supervisors, team leaders, and customer service agents. • Set measurable performance targets and ensure accountability. • Monitor productivity, attendance, service quality, and employee performance. • Implement structured coaching, training, and performance improvement programs. • Build a high-performing, customer-focused team. 3. Customer Experience and Quality Assurance • Drive improvements in customer satisfaction and first-contact resolution. • Implement quality monitoring across calls, chats, emails, and digital interactions. • Analyze complaints and customer feedback to identify recurring issues. • Reduce repeat contacts, unresolved cases, and unnecessary escalations. • Coordinate with relevant departments to resolve systemic service problems. 4. Performance Analytics and Reporting • Establish and monitor key operational KPIs, including: • Customer Satisfaction (CSAT) and First Contact Resolution (FCR). • Service Level Achievement and Average Speed of Answer (ASA). • Digital Response and Resolution Times. • Average Handling Time (AHT) and Call Abandonment Rate. • Quality Assurance Scores and Agent Productivity. • Case Backlog, Repeat Contact Rate, and Cost per Contact. • Prepare regular performance dashboards and management reports. • Identify operational gaps and implement data-driven improvements. 5. Workforce Planning and Cost Efficiency • Forecast interaction volumes and develop effective staffing plans. • Optimize scheduling, shift allocation, and workforce utilization. • Manage operational budgets, overtime, and staffing costs. • Improve productivity while maintaining service quality. • Identify opportunities to reduce cost per contact. 6. Technology, AI, and Continuous Improvement • Ensure effective utilization of CRM, contact center platforms, ticketing systems, and workforce management tools. • Identify opportunities for AI-powered customer service, chatbots, and workflow automation. • Improve self-service capabilities and reduce avoidable customer contacts. • Collaborate with technical teams to improve system integration and operational workflows. • Lead initiatives that improve efficiency, customer experience, and operating costs. Qualifications and Experience • Bachelor's degree in Business Administration, Management, or a related field. • Minimum 8 years of experience in contact center operations, including at least 3 years in a managerial role. • Proven experience managing sizeable teams, including supervisors and team leaders. • Strong experience in omnichannel customer service operations, including voice and digital channels. • Solid understanding of workforce management, quality assurance, and contact center KPIs. • Demonstrated success in improving customer satisfaction, productivity, and operational efficiency. • Strong analytical, numerical, and problem-solving capabilities. • Experience with CRM, contact center technology, and performance reporting. • Familiarity with AI-enabled customer service and automation is preferred. • Strong leadership, communication, and stakeholder management skills. Preferred Candidate Profile • Proven leadership of high-volume, omnichannel contact center operations. • Strong analytical and data-driven management approach. • Demonstrated ability to improve KPIs and control operating costs. • Experience implementing process improvements and automation. • Hands-on management style with strong accountability and execution capabilities. • Ability to balance customer satisfaction, service quality, and operational efficiency. Key Performance Indicators The successful candidate will be evaluated on: • Customer satisfaction and service quality. • Response and resolution times across channels. • First-contact resolution and repeat contact reduction. • Agent productivity and workforce efficiency. • Cost per contact and operational efficiency. • Effectiveness of process improvement and automation initiatives. Show more Show less

Bachelor's degree in Business Administration, Management, or a related field. Minimum 8 years of experience in contact center operations, including at least 3 years in a managerial role. Proven experience managing sizeable teams, including supervisors and team leaders. Strong experience in omnichannel customer service operations, including voice and digital channels. Solid understanding of workforce management, quality assurance, and contact center KPIs. Demonstrated success in improving customer satisfaction, productivity, and operational efficiency. Strong analytical, numerical, and problem-solving capabilities. Experience with CRM, contact center technology, and performance reporting. Familiarity with AI-enabled customer service and automation is preferred. Strong leadership, communication, and stakeholder management skills.

1. Omnichannel Contact Center Operations: Oversee daily customer service operations across voice and digital communication channels; Establish and monitor service levels, response times, and resolution targets; Ensure consistent customer experience and seamless case handling across channels; Manage customer complaints, escalations, and complex service issues; Develop and improve operational procedures, workflows, and service standards. 2. Team Leadership and Performance: Lead, coach, and develop supervisors, team leaders, and customer service agents; Set measurable performance targets and ensure accountability; Monitor productivity, attendance, service quality, and employee performance; Implement structured coaching, training, and performance improvement programs; Build a high-performing, customer-focused team. 3. Customer Experience and Quality Assurance: Drive improvements in customer satisfaction and first-contact resolution; Implement quality monitoring across calls, chats, emails, and digital interactions; Analyze complaints and customer feedback to identify recurring issues; Reduce repeat contacts, unresolved cases, and unnecessary escalations; Coordinate with relevant departments to resolve systemic service problems. 4. Performance Analytics and Reporting: Establish and monitor key operational KPIs, including CSAT, FCR, Service Level Achievement, ASA, Digital Response and Resolution Times, AHT, Call Abandonment Rate, Quality Assurance Scores, Agent Productivity, Case Backlog, Repeat Contact Rate, and Cost per Contact; Prepare regular performance dashboards and management reports; Identify operational gaps and implement data-driven improvements. 5. Workforce Planning and Cost Efficiency: Forecast interaction volumes and develop staffing plans; Optimize scheduling, shift allocation, and workforce utilization; Manage operational budgets, overtime, and staffing costs; Improve productivity while maintaining service quality; Identify opportunities to reduce cost per contact. 6. Technology, AI, and Continuous Improvement: Ensure effective utilization of CRM, contact center platforms, ticketing systems, and workforce management tools; Identify opportunities for AI-powered customer service, chatbots, and workflow automation; Improve self-service capabilities and reduce avoidable customer contacts; Collaborate with technical teams to improve system integration and operational workflows; Lead initiatives that improve efficiency, customer experience, and operating costs.