Operations / Call Centre Manager

Job Summary

We are seeking an Operations / Call Centre Manager that oversees daily call centre operations, ensuring efficiency, service quality, and customer satisfaction. This role involves managing KPIs, mentoring staff, handling escalations, and collaborating with various departments to enhance service strategies. The ideal candidate possesses strong leadership, problem-solving, and communication skills to drive performance and operational excellence in a fast-paced environment.

Responsibilities

• Supervise daily operations and ensure smooth functioning of the call centre.
• Develop and implement strategies to improve efficiency, service levels, and customer experience.
• Monitor key performance indicators (KPIs) such as call handling time, customer satisfaction, and first-call resolution.
• Manage, mentor, and train team leaders and call centre agents.
• Handle escalated customer issues and ensure timely resolution.
• Work closely with the HR team on recruitment, onboarding, and staff retention.
• Prepare reports on performance metrics and present findings to senior management.
• Ensure compliance with company policies, industry regulations, and quality standards.
• Collaborate with other departments to enhance customer service strategies.
• Utilize call centre software and technology to optimize operations.
• Prepare documentations and reports required by the Management.
• Provide administrative support to the team.
  
  

Experience & Requirements

• Diploma / Degree in Business, Management, or relevant fields.
• Minimum of 3-5 years of experience in a call centre management role.
• Strong leadership, problem-solving, and decision-making skills.
• Excellent communication and interpersonal abilities.
• Proficiency in Microsoft Office applications, call centre software and reporting tools.
• Ability to work in a fast-paced environment and manage multiple priorities.
• Knowledge of customer service best practices and industry trends.
• Able to cope well in high-paced and dynamic work environment.
• Willingness to take instructions and learn.
  
  

Interested applicants may send their updated Resume to [email protected].