Call Centre Manager

SUMMARY:
Looking for Manager that has experience in Call Centre, It is Permanent post.

POSITION INFO:

• High School degree or equivalent
• Experience working in a call centre or customer-support environment
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• Excellent communications skills (both written and verbal)
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• Proficiency in problem-solving
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• Ability to multitask and manage time effectively
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• A valid driver’s license with own reliable vehicle (essential)
• Duties and responsibilities:

• Recruit, train, and supervise call centre staff.

• Develop performance goals and objectives for the team
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• Conduct regular monthly performance evaluations and provide feedback
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• Foster a positive and motivating work environment by having monthly anonymous surveys with staff assisted by HR

• Oversee day-to-day call centre operations, ensuring efficiency and productivity
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• Develop and implement call centre policies and procedures

• Monitor call metrics and KPIs (e.g., call volume, response time, customer satisfaction)
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• Ensure compliance with all relevant regulations and standards
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• Communicate daily with the Senior managers / Business Sales Consultant / Client Supervisor regarding operational and staffing requirements, ensuring effective relay to Operations Consultants for staff placement
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• Provide relevant written feedback to clients related to operational matters monthly

• Ensure consistency between clients and our company regarding disciplinary processes.
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Provide information to potential new clients about service offerings and refer to the relevant Senior managers / Business Sales Consultant / Client Supervisor for further engagement and proposal presentation