Contact Centre Manager

We are seeking a dynamic and experienced Call Centre Head to lead our customer service operations. The ideal candidate will be responsible for managing the entire call centre, ensuring operational efficiency, driving customer satisfaction, and leading a team of managers and agents.

Key Responsibilities:

• Oversee daily operations of the call centre, ensuring smooth workflow and achievement of KPIs.
• Develop and implement strategies to improve productivity, efficiency, and customer experience.
• Monitor performance metrics and prepare reports for senior management.
• Recruit, train, and mentor call centre managers and staff.
• Ensure adherence to quality standards, processes, and regulatory compliance.
• Drive initiatives for employee engagement, retention, and motivation.
• Handle escalated customer issues and ensure timely resolution.
• Collaborate with other departments to align customer service strategies with business goals.