Call Center Unit Manager

Job Summary:

To lead all aspects of inbound communication operations to ensure the delivery of an excellent customer experience, achieve strategic operational performance goals, and enhance operational quality and efficiency, while managing the team, resources, and relevant technologies.

………………………………………………………………………………………………………

Job Responsibilities:

• Participate in developing a clear vision for the Inbound Call Center that aligns with the bank’s general objectives and establishing strategies to enhance efficiency and service quality.
• Develop and implement Standard Operating Procedures (SOPs), quality assurance standards, and compliance protocols to ensure the delivery of consistent, high-quality service.
• Analyze customer feedback, performance indicators, and market trends to identify improvement opportunities and implement necessary changes.
• Supervise the selection, implementation, and management of all call center software and equipment, such as Customer Relationship Management (CRM) systems and Automatic Call Distribution (ACD) systems.
• Setting performance goals and Key Performance Indicators (KPIs) and conducting periodic performance evaluations.
• Mentoring and training team leaders and their subordinates to improve skills, resolving complex issues, and creating a positive work environment.

Job Qualifications:

• A University Degree.
• A minimum of 5 years of experience in Call Centers, with at least 3 years in supervisory or managerial roles within the inbound banking sector .
• Strong leadership skills and the ability to guide and motivate multi-level teams.
• Proficiency in data analysis and Key Performance Indicators (KPIs) with the ability to make effective corrective decisions.
• Expertise in using Call Management Systems and Customer Relationship Management (CRM) systems.
• Fluency in English and proficiency in computer applications, CRM software, and banking systems.