As a Call Centre Manager, you will be responsible for overseeing the daily operations of our call centre, managing a team of customer service agents, and ensuring that performance targets are met. You will play a key role in driving customer satisfaction, optimizing operational efficiency, and maintaining a positive and productive work environment.

Key Responsibilities

• Team Leadership: Supervise, mentor, and motivate a team of call centre agents, ensuring high levels of engagement and performance.
• Performance Management: Set and monitor KPIs (Key Performance Indicators) for the team, and provide regular feedback, coaching, and training to improve individual and team performance.
• Operational Efficiency: Oversee daily call centre operations, including call volumes, service levels, and resource allocation, to ensure optimal performance and customer satisfaction.
• Customer Satisfaction: Monitor customer interactions, ensure issues are resolved promptly, and proactively address any service gaps to improve customer satisfaction.
• Training & Development: Identify training needs, provide ongoing support, and implement development programs for agents to enhance skills and productivity.
• Reporting & Analysis: Compile and present regular reports on team performance, call centre metrics, and customer feedback to senior management.
• Problem Solving: Address complex customer issues, escalate when necessary, and ensure effective resolution.
• Compliance & Quality Assurance: Ensure adherence to company policies, procedures, and regulatory standards, and implement quality control measures for customer interactions.
• Process Improvement: Continuously review and recommend improvements to processes, workflows, and tools to enhance operational efficiency and service quality.

Qualifications & Skills

• Proven experience (3+ years) in managing or supervising a call centre or customer service team.
• Strong leadership skills with the ability to motivate and develop teams to achieve performance goals.
• Excellent communication, interpersonal, and problem-solving skills.
• Strong analytical skills with experience in generating reports and interpreting performance data.
• Ability to manage multiple priorities in a fast-paced environment.
• In-depth knowledge of call centre operations, performance metrics, and customer service best practices.
• Proficient in call centre software and Microsoft Office Suite.
• Ability to work flexible hours, including evenings or weekends, if required.

Personal Attributes

• Customer-centric with a strong focus on delivering exceptional service.
• Results-driven and detail-oriented.
• Strong organizational and time management skills.
• Adaptable and able to thrive in a dynamic, fast-paced environment.
• A proactive problem solver with a positive, can-do attitude.