Job Description
The Call Centre Manager will be responsible for overseeing daily operations, ensuring exceptional customer service, and driving performance to meet organisational goals. The ideal candidate will possess strong leadership qualities, excellent communication skills, and a passion for delivering outstanding customer experiences.
- Provide effective leadership to the call centre team, including training, coaching, and mentoring to ensure high performance and employee satisfaction.
Operational Management
- Oversee day-to-day operations of the call centre, including workforce planning, scheduling, and resource allocation to meet service level agreements (SLAs) and performance targets.
Quality Assurance
- Implement and maintain quality assurance programs to monitor and evaluate the quality of customer interactions, providing feedback and coaching as needed to ensure consistency and excellence in service delivery.