Call Center Manager (Pooling)

Job Description:

• Manage and oversee day-to-day operations of the voice/call center team
• Monitor team performance and ensure achievement of KPIs
• Lead, coach, and develop team leaders and agents to drive performance and engagement
• Analyze call center metrics and implement process improvements
• Ensure quality standards and compliance with company policies
• Handle escalations and resolve complex customer issues
• Collaborate with other departments to improve customer experience
• Prepare reports and provide insights to senior management

Minimum Qualifications:

• At least 3–5 years of experience in voice/call center operations
• Leadership experience preferred (Team Lead, Supervisor, or Manager level)
• Strong knowledge of call center metrics and performance management
• Excellent communication and interpersonal skills
• Proven ability to lead and motivate teams
• Analytical and problem-solving skills
• Willing to work in a hybrid setup

Others:

• Equipment provided
• Hybrid setup