JOB DETAILS:

Job Summary

We are seeking an experienced and results-oriented Call Center Manager to lead and oversee the daily operations of our customer service and call center team. The successful candidate will be responsible for managing staff, improving customer satisfaction, monitoring performance, and ensuring efficient service delivery while achieving organizational objectives.

Key Responsibilities

• Oversee the day-to-day operations of the call center to ensure high-quality customer service.
• Lead, supervise, motivate, and mentor call center agents and team leaders.
• Develop and implement strategies to improve customer experience and operational efficiency.
• Monitor team performance against established service level agreements (SLAs) and key performance indicators (KPIs).
• Handle escalated customer complaints and ensure timely resolution.
• Prepare staff schedules, assign workloads, and manage workforce planning.
• Analyze call center performance reports and recommend process improvements.
• Conduct regular coaching, training, and performance evaluations for team members.
• Ensure adherence to company policies, procedures, and customer service standards.
• Collaborate with other departments to improve service delivery and customer satisfaction.
• Prepare operational reports and provide recommendations to senior management.
• Promote a positive, productive, and customer-focused work environment.

Qualifications

• Diploma or Bachelor's Degree in Business Administration, Customer Service, Human Resource Management, Marketing, or a related field is an added advantage.
• Previous experience in call center operations, customer service management, or team leadership is highly desirable.

Skills & Competencies

• Excellent communication and interpersonal skills.
• Strong multitasking and organizational abilities.
• Proven people management and leadership skills.
• Sound decision-making and problem-solving abilities.
• Ability to work under pressure and meet performance targets.
• Strong analytical and reporting skills.
• Proficiency in Microsoft Office and customer relationship management (CRM) systems is an added advantage.
• High level of professionalism, integrity, and accountability.
• Ability to motivate and develop high-performing teams.

What We Offer

• Opportunity to lead a dynamic customer service team.
• Professional growth and leadership development opportunities.
• Collaborative and supportive work environment.
• Stable full-time employment with opportunities for career advancement.

About the Employer

The employer operates in the Talent Management industry with a mission of empowering talent and connecting people to opportunities. The organization employs 50–100 staff members and is committed to fostering a productive and supportive workplace.

If you are passionate about customer service, financial operations, and helping clients access financial solutions, we invite you to apply and join our team.