Call Center Operations Manager

We are seeking a highly capable Call Center Operations Manager to lead and manage the daily operations of our contact center. The ideal candidate will ensure the delivery of high-quality customer service, achieve operational targets, enhance efficiency and productivity, and maintain full compliance with established standards and policies.

Key Responsibilities:

• Develop and implement daily, weekly, and monthly operational plans for the contact center
• Monitor key performance indicators (KPIs) such as response rate, average call duration, customer satisfaction, and first call resolution (FCR)
• Supervise teams (supervisors, customer service agents, technical support) and allocate tasks based on workload
• Ensure compliance with quality policies and standard operating procedures (SOPs)
• Analyze performance reports and provide recommendations to senior management for operational improvements
• Lead continuous improvement initiatives to enhance system and technology efficiency
• Oversee employee training and development plans to ensure team readiness
• Manage shift schedules and staffing to meet expected call volumes
• Coordinate with other departments (IT, HR, Sales, etc.) to support contact center needs
• Handle critical cases and major customer complaints professionally and ensure proper resolution

Qualifications & Experience:

• Bachelor's degree in Business Administration, Information Technology, or a related field
• Minimum of 5 years of experience in contact center or customer service management, including at least 2 years in a leadership role

Required Skills:

• Advanced knowledge of call center systems such as CRM, ACD, IVR
• Strong data analysis skills and ability to interpret performance reports
• Proficiency in English (spoken and written)
• Leadership and team management capabilities
• Excellent verbal and written communication skills
• Quick decision-making and problem-solving abilities
• Strong customer service orientation and commitment to satisfaction

Seniority level: Mid-Senior level

Employment type: Full-time

Job function: Customer Service and Management

Industries: IT System Operations and Maintenance, Telephone Call Centers, and Human Resources Services

We are an equal opportunities employer and welcome applications from all qualified candidates.