Call Center Manager

SUMMARY:
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POSITION INFO:

We are seeking an experienced and strategic Call Centre Manager to oversee the daily operations of our call centre. The ideal candidate will have a strong background in call centre management, exceptional leadership skills, and a commitment to enhancing operational efficiency and customer satisfaction. The Call Centre Manager will be responsible for managing team performance, implementing best practices, and driving continuous improvement initiatives.

Key Responsibilities:
Team Leadership: Lead, mentor, and develop a team of supervisors and agents.
Conduct regular performance evaluations, provide feedback, and support professional development to ensure high levels of team performance and engagement.
Operational Management: Oversee daily call centre operations to ensure adherence to service level agreements (SLAs) and quality standards. Manage scheduling, staffing, and resource allocation to optimize performance and efficiency.
Performance Monitoring: Track and analyze key performance indicators (KPIs) and metrics to assess call centre performance.

Prepare and present reports on operational performance, customer satisfaction, and service quality to senior management.
Process Improvement: Identify areas for improvement in call centre processes and implement changes to enhance service quality, operational efficiency, and customer experience.

Drive initiatives to reduce call handling times, improve first-call resolution,and increase customer satisfaction.
Customer Experience: Ensure that all customer interactions meet company standards for quality and professionalism. Address and resolve escalated customer issues and complaints in a timely and effective manner.
Training and Development: Develop and implement training programs for new hires and ongoing development for existing staff. Ensure that team members are equipped with the necessary skills and knowledge to perform their roles effectively.
Technology Management: Oversee the use and maintenance of call centre technologies and systems. Collaborate with IT and vendors to ensure that systems are functioning optimally and support the call centre’s needs.
Compliance: Ensure that the call centre operates in compliance with company policies, procedures, and regulatory requirements. Conduct regular audits and implement corrective actions as needed.

Qualifications:
Education: Bachelor’s degree in Business Administration, Management, or a related field preferred; equivalent work experience will be considered.
Experience: Minimum of [5-7] years of experience in a call centre environment, with atleast [2-4] years in a managerial or supervisory role.
Skills: Strong leadership and team management skills; excellent analytical and problem-solving abilities; proficiency in call centre software and CRM systems; excellent verbal and written communication skills.
Attributes: Ability to manage multiple tasks and prioritize effectively; strong decision-making skills; proactive and results-oriented; ability to work under pressure and handle challenging situations.
Certifications: Relevant certifications (e.g., Call Centre Management, Six Sigma) are a plus.