Call Center Manager

About the role

The Call Center Manager leads all call‑center operations, ensuring exceptional customer service, operational efficiency, and the achievement of service‑level targets. Reporting to the Customer Experience and Operations Directors, the manager oversees inbound, outbound, email, chat, and social media channels while driving continuous improvement.

Key responsibilities

• Lead daily call‑center operations, monitor real‑time performance, and ensure KPIs are met.
• Develop and execute operational plans to boost productivity and customer satisfaction.
• Coach, evaluate, and develop supervisors and team leaders, fostering a high‑performance culture.
• Resolve escalated customer issues and improve CSAT and NPS scores.
• Collaborate with Workforce Management to optimize staffing, approve schedules, and manage peak‑period coverage.
• Track productivity, quality, and KPI trends; create action plans to close performance gaps.
• Prepare and present performance dashboards and analytical reports to senior leadership.
• Manage the call‑center budget, control overtime, and participate in annual budgeting.
• Oversee CRM and call‑center technology usage, coordinate system upgrades, and ensure business continuity.

Required profile

• Bachelor’s degree in Business Administration, Management, Customer Service, Communications, or a related field (MBA preferred).
• 8–10 years of experience in customer service or call‑center operations, with at least 4–5 years in a managerial role.
• Professional certifications such as COPC, Lean Six Sigma Green Belt, CX or Contact Center Management are preferred.

Required skills

• Proficiency with CRM and call‑center platforms.
• Strong analytical abilities for reporting and forecasting.
• Budget management and cost‑control expertise.