Call Centre Manager

Role Overview

The Call Centre Manager will be responsible for overseeing daily operations, ensuring exceptional customer service, and driving performance to meet organisational goals. The ideal candidate will possess strong leadership qualities, excellent communication skills, and a passion for delivering outstanding customer experiences.

Team Leadership:

• Provide effective leadership to the call centre team, including training, coaching, and mentoring to ensure high performance and employee satisfaction.

Operational Management:

• Oversee day-to-day operations of the call centre, including workforce planning, scheduling, and resource allocation to meet service level agreements (SLAs) and performance targets.

Quality Assurance:

• Implement and maintain quality assurance programs to monitor and evaluate the quality of customer interactions, providing feedback and coaching as needed to ensure consistency and excellence in service delivery.

Performance Management:

• Develop and implement strategies to drive performance improvements, including setting performance targets, analysing performance metrics, and implementing initiatives to optimise productivity and efficiency.

Customer Service Excellence:

• Ensure that all customer inquiries, issues, and complaints are handled promptly and effectively, maintaining a high level of customer satisfaction and loyalty.

Technology Management:

• Oversee the use of call centre technology and systems, identifying opportunities for process improvements and efficiency gains.

Reporting and Analysis:

• Prepare regular reports on call centre performance, analysing key metrics and trends to identify areas for improvement and inform strategic decision-making.

Compliance:

• Ensure compliance with relevant regulations and company policies, including data protection regulations and industry standards for customer service excellence.

Stakeholder Engagement:

• Collaborate with other departments and stakeholders to coordinate activities, resolve issues, and contribute to the overall success of the organisation.

Continuous Improvement:

• Lead continuous improvement initiatives to enhance processes, systems, and workflows, driving innovation and best practices within the call centre.

Requirement: 

• Bachelor's degree in Business Administration, Management, or a related field (preferred).
• Proven experience in call centre management, with a track record of success in driving performance and delivering exceptional customer service.
• Strong leadership skills, with the ability to motivate and inspire team members to achieve goals and objectives.
• Excellent communication and interpersonal skills, with the ability to interact effectively with customers, employees, and stakeholders at all levels.
• Solid understanding of call centre operations, including workforce management, quality assurance, and performance metrics.
• Analytical mindset, with the ability to interpret data, identify trends, and make data-driven decisions.
• Proficiency in call centre technology and software applications, such as CRM systems, call routing software, and workforce management tools.
• Strong organizational skills, with the ability to manage multiple priorities and deadlines in a fast-paced environment.