About the position
The Call Centre Operations Manager is responsible for overseeing the day-to-day operations of the call centre. This includes managing staff, ensuring high levels of customer satisfaction, meeting operational KPIs, implementing best practices, and driving efficiency through process improvements and team leadership. The Operations Manager would have to also work with Training staff in the initial period.
Key Responsibilities:
Operational Management
- Oversee daily call centre operations ensuring effective resource utilisation and adherence to SLAs.
- Monitor real-time performance and adjust staffing and workflows to maintain service levels.
- Implement and manage scheduling, forecasting, and real-time adherence tools.
Team Leadership and Development
- Lead, coach, and develop Team Leaders, Supervisors, and front-line agents to achieve individual and team performance goals.
- Deliver structured onboarding, training, and continuous learning programs.
- Conduct regular performance reviews and provide feedback, mentoring, and support.
Performance Management
- Analyse and report on key performance indicators (KPIs) including call handling time, first-call resolution, customer satisfaction (CSAT), Net Promoter Score (NPS), etc.
- Identify performance gaps and implement action plans to address them.
- Drive continuous improvement through performance data analysis.
Customer Experience
- Champion customer service excellence and ensure a positive customer experience across all interactions.
- Implement processes to gather, monitor and act upon customer feedback.
- Resolve escalated customer issues efficiently and professionally.
Process Systems Improvement
- Review and optimise call centre procedures and workflows for efficiency and quality.
- Identify and implement technology enhancements to support customer service (e.g., CRM, telephony systems, chatbots).
- Ensure compliance with data protection, company policies, and industry regulations.
Reporting Communication
- Generate regular reports for senior management on performance metrics, customer trends, and operational challenges.
- Participate in strategy meetings and contribute to business planning from an operations perspective.
- Maintain open and effective communication across all levels of the team and with other departments.
Qualifications:
- Bachelor’s degree in Business, Management, Communications or related field (preferred).
- Relevant certifications in Contact Centre Management, Six Sigma, or ITIL are an advantage.
Experience:
- Minimum 8 years of experience in a call centre environment, with at least 4 years in a management.
- Proven experience managing large teams in a customer-focused environment.
- Strong track record of delivering performance improvements and excellent customer service.
Skills Competencies:
- Strong leadership and people management skills.
- Analytical mindset with ability to interpret data and develop actionable insights.
- Excellent communication, coaching, and conflict-resolution abilities.
- High proficiency with contact centre technology (e.g., telephony systems, CRM, WFM tools).
- Ability to manage multiple priorities and adapt to fast-paced environments.
- Strong understanding of customer service best practices and KPIs.
- Achievement of service level targets (e.g., ASA, AHT, FCR, CSAT, NPS)
- Monthly and quarterly performance and operational reports
- Improved agent productivity and reduced attrition
- Enhanced quality assurance scores and customer feedback
- Efficient workforce planning and reduced operational downtime
- Documented and improved standard operating procedures (SOPs)
Desired Skills:
- Time Management
- Critical Thinking
- Spreadsheet software
- Judgment and Decision Making
- Active Listening
- Tax preparation software
- Accounting Software
