Call Center Manager – Multi‑Channel Operations

About the role

Provide overall leadership and strategic direction for all call centre operations, ensuring the highest standards of customer service for individuals, businesses and internal staff. Enhance operational efficiency across all communication channels, including voice, email, SMS and interactive messaging.

Key responsibilities

• Lead daily multi‑channel call centre activities, overseeing inbound/outbound calls, email, SMS and interactive messaging while covering all service streams (individuals, business, internal employees).
• Monitor and evaluate team performance, enforce quality‑assurance standards, coach agents and optimise workforce planning and shift scheduling for seamless coverage.
• Track and analyse key performance indicators such as response times, average handle times and customer satisfaction, presenting insights to senior management and implementing long‑term solutions to operational bottlenecks.

Required profile

• Minimum 10 years of experience in call centre operations and customer‑service management.
• Proven ability to lead and manage multi‑channel contact centre environments across diverse customer domains.
• Strong communication, problem‑solving and crisis‑management capabilities, with a focus on delivering high‑quality service.

Required skills

• CRM systems
• Call centre software