Call Center Manager

About the role

The Call Center Manager provides overall leadership and strategic direction for all call centre operations, ensuring high‑quality customer service across individual, business and internal staff segments. This role drives efficiency across multiple communication channels including voice, email, SMS and interactive messaging.

Key responsibilities

• Lead daily call centre activities across all engagement channels, develop operational plans and ensure prompt resolution of inquiries and complaints for individuals, businesses and employees.
• Monitor team performance, coach agents, enforce quality standards and optimise workforce planning and shift scheduling to maintain seamless coverage.
• Track and analyse KPIs such as response times, average handle time and customer satisfaction, presenting insights to senior management and implementing solutions to remove operational bottlenecks.

Required profile

• Minimum 10 years of experience in call centre operations and customer service management.
• Proven ability to lead multi‑channel contact centre environments and manage diverse customer domains, with strong communication, problem‑solving and crisis management capabilities.