Job Description
Job Summary
The Call Centre Manager leads daily operations to deliver exceptional customer service while driving team performance. This role focuses on coaching frontline staff, optimizing operational efficiency, and aligning call center metrics with overall business growth strategies.
Key Duties & Responsibilities
1. Guide, motivate, and develop team leaders and agents to maximize productivity and career growth.
2. Monitor call quality, track core performance indicators, and implement strategy adjustments to improve customer satisfaction.
3. Manage daily workflows, resolve complex customer escalations, and introduce efficiency-driven process improvements.
4. Analyze operational data to generate performance reports and inform recruitment and training needs.
Preferred Qualifications
- Education: Bachelor’s degree in Business Administration, Human Resources, Communications, or a related field.
- Experience: 2 to 4 years of proven experience in a call center environment (direct supervisory or managerial roles).
- High proficiency in CRM platforms, modern communication software, and data analytics tools.
- Exceptional leadership abilities, strong conflict-resolution skills, and a clear, professional communication style.
To succeed in this role, the ideal candidate must be:
- An empathetic Leader: Connects genuinely with agents to build morale, reduce turnover, and foster a supportive, high-performance culture.
- A Data-Minded Problem Solver: Uses operational metrics to spot bottlenecks and quickly implements calm, logical solutions under pressure.
- An agile Communicator: Translates complex corporate strategies into simple, actionable daily goals for frontline agents.
How to Apply:
All applications will be received and reviewed through the BrighterMonday Portal by clicking on the 'Apply Here' section
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