Call Center Manager

About the role

The Call Center Operations Manager leads the daily activities of a high‑volume call centre, ensuring that service levels, quality standards and customer satisfaction targets are consistently met. This position combines strategic planning, staff supervision, process optimisation and cross‑functional collaboration to drive operational excellence.

Key responsibilities

• Develop and implement strategic plans aligned with organisational goals, forecasting call volume and staffing needs.
• Design performance metrics, monitor KPIs and analyse trends to identify improvement opportunities.
• Oversee daily operations, manage staffing schedules and ensure optimal resource allocation during peak periods.
• Implement and maintain call‑centre technologies and systems to enhance efficiency.
• Create and enforce procedures for handling customer complaints and escalations, training staff in resolution techniques.
• Generate and present regular performance reports, providing insights and recommendations to senior management.
• Collaborate with sales, marketing, product and other departments to align customer‑service messaging and address systemic issues.

Required profile

• Bachelor’s degree in Business Administration or related field; Master’s degree preferred.
• 8+ years of experience in call‑centre operations or customer‑service management, including at least 2 years in a managerial role.
• Proven track record of handling customer complaints and implementing service‑improvement initiatives.
• Fluent English communication skills.

Required skills

• Proficiency with call‑centre software.
• Experience using CRM systems.
• Advanced skills in Microsoft Office (Word, Excel, PowerPoint).