Senior Call Centre Manager

SUMMARY:
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POSITION INFO:

Operational Management

• Lead the daily operations of the call centre, implementing strategic initiatives to enhance performance and call quality
• Set, monitor, and achieve key performance targets for speed, efficiency, sales, and quality standards
• Ensure optimal staffing levels and shift patterns to meet call volume demands
• Maintain comprehensive knowledge of industry trends and best practices to drive continuous improvement

Team Leadership & Development

• Oversee recruitment, onboarding, and ongoing development of call center staff in collaboration with HR
• Provide leadership and direction to team leaders and agents through coaching, mentoring, and performance management
• Design and implement training programs covering product knowledge, customer service skills, and operational procedures
• Create and manage incentive programs to drive motivation and retention

Customer Experience

• Ensure agents are equipped with the necessary knowledge and skills to resolve customer inquiries effectively
• Handle escalated customer issues requiring senior intervention
• Maintain high standards of customer service across all interactions
• Oversee outbound sales initiatives and student engagement strategies

Training & Development

• Develop comprehensive onboarding programs for new hires
• Create development plans for existing staff to support career progression
• Ensure team stays current with product updates and promotional offerings