Call Center Manager – Lead & Optimize Operations

About the role

We are looking for an experienced Call Center Manager to restructure and elevate our contact‑center operations. The successful candidate will drive sales growth, improve service quality, and create a customer‑centric culture across both B2B and B2C segments.

Key responsibilities

• Lead the strategic redesign of the call center to boost efficiency, agent performance, and service quality.
• Develop and execute sales‑enhancement initiatives that increase revenue per contact and expand upsell/cross‑sell opportunities.
• Design customer communication strategies that raise satisfaction, retention, and Net Promoter Score.
• Oversee end‑to‑end operations including staffing, training, coaching, quality assurance, scheduling, and performance analytics.
• Collaborate with sales, marketing, and product teams to align messaging and improve the customer journey.
• Manage projects related to technology deployments (IVR, CRM, contact routing) and process improvements.
• Define and monitor KPIs such as average handle time, first‑contact resolution, CSAT, SLA compliance, and regulatory adherence.
• Foster a coaching culture, recognize top performers, and drive continuous development of frontline staff.
• Prepare and present performance reports, roadmaps, risks, and ROI analyses to senior leadership.

Required profile

• Proven experience as a Call Center Manager or similar leadership role with a record of operational restructuring and measurable improvements.
• Demonstrated ability to increase sales in both B2B and B2C call‑center environments.
• Strong communication skills for interacting with customers, colleagues, and executives.
• Experience managing cross‑functional projects and collaborating with sales, marketing, and product teams.
• Bachelor’s degree in Business, Communications, Operations Management, or a related field; advanced degree or certifications are a plus.

Required skills

• CRM systems
• Workforce Management (WFM) forecasting tools
• Interactive Voice Response (IVR) platforms
• Customer Satisfaction (CSAT) and Net Promoter Score (NPS) measurement tools
• Data analytics tools for performance reporting

What we offer

• Competitive base salary with performance‑based incentives.
• Comprehensive benefits package.
• Opportunities for professional growth and development.
• A dynamic, customer‑focused work environment.