Call Center Manager

As an experienced and dynamic Call Center Manager, your role will be crucial in leading and overseeing the call center operations to drive performance improvement, increase efficiency, and ensure excellent customer service delivery. - Manage day-to-day operations of the call center including both inbound and outbound activities. - Supervise team leaders and agents to ensure the Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) are consistently met. - Monitor call metrics and performance reports to identify areas for enhancement. - Develop strategies to boost productivity, improve quality, and elevate customer satisfaction. - Handle escalated customer complaints efficiently and provide effective resolutions. - Conduct regular training sessions, coaching, and performance evaluations for continuous improvement. - Collaborate with the HR department for recruitment, onboarding, and workforce planning. - Ensure compliance with company policies and industry regulations. To excel in this role, you will need to 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 role. - 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. Please note that this is a full-time, permanent position with the work location being in person.,