Call Centre Manager – Lead Customer Service Operations

About the role

The Call Centre Manager will lead daily operations to deliver exceptional customer service while driving team performance. This role focuses on coaching frontline staff, optimizing efficiency and aligning call‑centre metrics with the company’s growth strategy.

Key responsibilities

• Guide, motivate and develop team leaders and agents to maximise productivity and career growth.
• Monitor call quality, track core performance indicators and adjust strategies to improve customer satisfaction.
• Manage daily workflows, resolve complex escalations and introduce process improvements.
• Analyse operational data to generate performance reports and inform recruitment and training needs.

Required profile

• Bachelor’s degree in Business Administration, Human Resources, Communications or a related field.
• 2‑4 years of proven experience in a call‑centre environment, including supervisory or managerial responsibilities.
• Strong leadership, conflict‑resolution and professional communication abilities.
• Data‑driven mindset with the ability to analyse metrics and implement improvements under pressure.

Required skills

• Proficiency with CRM platforms.
• Experience using modern communication software.
• Ability to work with data analytics tools.