Job Description

Job description:Job Summary:We are seeking a proactive and experienced Call Centre Manager to lead daily operations, optimize team productivity, maintain service quality, and drive operational excellence. The role requires strong expertise in using contact centre technology platforms, managing service workflows, and delivering a seamless customer experience across multiple communication channels.Key Responsibilities:- Oversee resolution of customer queries across multiple support levels (L1, L2).- Monitor service metrics including SLA adherence, call/chat handling quality, and case resolution timelines.- Manage daily inbound and outbound call centre operations, including live monitoring and quality assurance.- Supervise system operations, including user access management, software availability, and hardware readiness.- Drive agent productivity through performance assessments, coaching, and feedback mechanisms.- Generate, analyze, and present operational and performance reports to management regularly.- Ensure timely updates and management of support portals, FAQs, and knowledge bases.- Coordinate with vendors for technical support, system upgrades, and service resolutions.- Collaborate with internal teams for process improvements, workflow optimization, and service enhancements.- Handle escalations, recurring service issues, and contribute to system and service-level upgrades.- Support campaign management activities including audits, resource planning, and quality feedback collection.- Conduct User Acceptance Testing (UAT) and monitor post-implementation system performance stability.- Implement initiatives to optimize talk-time, staffing, and resource utilization for higher efficiency.- Oversee technology support including infrastructure readiness, server monitoring, and compliance system access.- Manage customer feedback processes and use insights for service quality improvements.- Assist in managing internal sales support reports, compliance software demo requests, and campaign performance tracking.- Ensure call centre adherence to operational KPIs including staffing ratios, talk-time, case closure timelines, and service quality targets.- Support multi-centre operations for product support, compliance management, and service line expansions.Qualifications and Skills:- Bachelors degree in Business Administration, Information Technology, or a related field.- 4- 6 years of proven experience in managing contact centre operations.- Expertise in contact centre platforms, CRM systems, and ticketing tools.- Strong leadership, problem-solving, and team management abilities.- Excellent communication skills, both verbal and written.- Analytical mindset with a focus on data-driven decision-making.- Ability to manage multiple priorities and perform effectively under pressure.Key Skills:Operational Management- Team Leadership and Coaching- Performance Reporting and Analytics- CRM and Ticketing System Handling- Customer Service Excellence- Process Improvement and OptimizationKPIs to Measure Success:- Service Level Agreement (SLA) Compliance- First Response Time and Resolution Rate- Agent Productivity and Retention- Customer Satisfaction (CSAT) Scores- Call Abandonment Rate and Chat Response Time- Campaign Performance Metrics (ref:updazz.com)

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