Call Centre Manager

Main Job Function:

In this role, you will be responsible for overseeing the day-to-day operations of our Call Centre, ensuring efficient and effective customer service delivery. If you are a results-oriented leader with a passion for excellence, this is an exciting opportunity to make a significant impact.

Minimum requirements:

• Demonstrated success in managing contact centres

• Proven ability to work independently and efficiently manage a contact centre

• 7+ years of management experience in a contact centre environment (Operations)

• Bachelor's degree / Diploma in a relevant field

• Extensive knowledge of contact centre procedures

• Exceptional problem-solving and decision-making skills

• Strong leadership and people management skills, capable of motivating and inspiring a team

• Analytical mindset, adept at interpreting data, identifying trends, and making data-driven decisions

• Proficiency in using call centre software, CRM systems, and reporting tools (Dreamtec experience advantageous)

• Effective problem-solving and decision-making abilities

Duties will include but is not limited to:

• Lead and manage a team of call centre agents, providing guidance, support, and regular performance feedback

• Develop and implement strategies to improve team productivity and overall performance through incentives

• Conduct regular team meetings to communicate goals, targets, and updates, fostering a positive and collaborative work environment

• Monitor and evaluate individual and team performance, implementing corrective actions or recognition initiatives as needed

• Operations Management

• Monitor call centre metrics and key performance indicators (KPIs) to ensure service level agreements (SLAs) are met

• Implement and optimize call centre processes and procedures to improve efficiency and customer satisfaction

• Performance and Quality Assurance

• Ability to work in a fast-paced environment and adapt to changing priorities

• Stakeholder Engagement

• Responsible for retention of staff and succession planning.

• Ensuring fair and consistent application of company disciplinary procedures.