Call Center Manager

As a Call Center Manager, you will play a crucial role in leading and overseeing the call center operations to enhance performance, efficiency, and customer service delivery. Your key responsibilities will include: - Managing the day-to-day operations of both inbound and outbound call center activities. - Supervising team leaders and agents to ensure key performance indicators (KPIs) and service level agreements (SLAs) are met. - Monitoring call metrics and performance reports to identify areas for improvement. - Developing strategies to increase productivity, enhance quality, and improve customer satisfaction. - Handling escalated customer complaints and providing effective resolutions. - Conducting regular training, coaching sessions, and performance evaluations. - Collaborating with HR for recruitment, onboarding, and workforce planning. - Ensuring compliance with company policies and industry regulations. To qualify for this role, you should meet the following requirements: - Bachelor's degree in Business, Management, or a related field. - Proven experience as a Call Center Manager or in a similar managerial position. - Strong leadership and people management skills. - Excellent communication, problem-solving, and analytical abilities. - Proficiency in call center software such as CRM tools and dialer systems. - Ability to thrive in a fast-paced, high-pressure environment. Additionally, this full-time, permanent position requires you to work in person at the designated location.,