Job Description
We are seeking a highly experienced and results-driven Call Centre Operations Manager to lead and optimise a fast-paced, customer-focused operations environment. The successful candidate will be responsible for managing end-to-end call centre performance, leading a diverse team, and ensuring exceptional service delivery aligned with operational KPIs and customer satisfaction standards. This role requires a strong operational leader who is “right now and can do” focused—someone who thrives under pressure, drives accountability, and continuously improves people, processes, and technology within a high-volume service environment.
Key Responsibilities
Team Management
- Lead, manage, and develop Team Leaders, call centre agents, customer service personnel, and related operational staff.
- Provide continuous coaching, mentoring, training, and performance feedback to drive individual and team improvement.
- Manage employee relations, inclu...