Contact Center Manager

Job Purpose: We are seeking a dynamic and experienced Contact Centre Manager to lead and oversee the daily operations of our customer support centre. The ideal candidate will be responsible for managing a team of agents, optimising the customer experience, driving performance metrics, and implementing operational strategies that enhance service delivery, efficiency, and customer satisfaction. The candidate should have experience leading teams across chats, calls, and emails.

Responsibilities:

• •Team Leadership & Performance
• •Lead, mentor, and manage a team of customer service representatives, team leaders, and support staff.
• •Set clear performance goals, conduct regular reviews, and provide feedback and coaching.
• •Foster a positive, customer-centric culture focused on continuous improvement. Operations Management
• •Monitor daily operations to ensure SLAs (Service Level Agreements), TATs (Turnaround Times), and KPIs (Key Performance Indicators) are consistently met.
• •Analyse performance reports and call metrics to identify trends, root causes, and improvement opportunities.
• •Ensure efficient workforce planning, shift scheduling, and resource allocation. Customer Experience • Drive initiatives to enhance customer satisfaction, loyalty, and Net Promoter Score (NPS).
• •Handle escalated customer issues and ensure prompt and fair resolution. Process Improvement & Quality Control
• •Identify process gaps and implement improvements to enhance efficiency and quality.
• •Collaborate with training and quality assurance teams to develop and implement standard operating procedures (SOPs). Reporting & Analytics
• •Prepare and present regular reports to senior management on performance, escalations, trends, and improvements. • Use data and feedback to inform decisions and strategic planning.

Desired candidate profile:

Strong understanding of customer service tools, CRMs, and telephony systems.

Proven track record in team leadership, conflict resolution, and operational performance management.

Excellent communication, interpersonal, and analytical skills.

Strong organisational and problem-solving abilities.

Should be flexible and comfortable travelling and working with an outsourcing (BPO) vendor in their premises.

Experience managing remote or hybrid teams.

Knowledge of workforce management (WFM) tools and techniques.