Job description

The Call Centre Manager oversees the daily operations of the call centre, ensuring that customer service standards and operational targets are consistently met. They monitor agent performance, manage shift schedules, and provide coaching and support to ensure optimal team productivity. The Call Centre Manager handles escalated calls, resolves complex client issues, and implements training programs to continuously improve service quality. They also analyze call centre metrics, prepare performance reports, and develop strategies for enhancing client satisfaction and operational efficiency.

Skill Required

Leadership Problem-Solving Customer Service Performance Monitoring Training