We are seeking a highly skilled Call Center Manager to oversee our inbound contact center operations for a US client. The ideal candidate will manage daily operations, ensure compliance with performance metrics, and drive continuous improvement in customer service quality.

Key Responsibilities

Operations Management

• Oversee daily call center activities, ensuring 24/7 operations and compliance with SLA metrics (Service Level, FCR, AHT, CSAT, NPS).
• Manage staffing levels, ensuring a minimum number of FTEs initially (as per requirements) and scaling up.
• Monitor call volume, agent productivity, and service quality through real-time and historical data.
• Implement process improvements to optimize efficiency and customer experience.
• Oversee agent training programs, including communication, soft skills, process, and product knowledge.
• Work closely with Team Leaders (TLs) and trainers to enhance agent performance.

Requirements

• Bachelor’s degree preferred (or equivalent experience in contact centers).
• Minimum 2 years of experience in a call center managerial role.
• Strong leadership, team management, and problem-solving skills.
• Excellent command of the English language.
• Experience with call center metrics, reporting, and workforce management tools.
• Ability to work in a 24/7 environment in shifts.

If you have the skills and experience to lead a high-performing call center team, apply today!