Call Centre Manager

Job Summary We are seeking an experienced and dynamic Call Centre Manager to lead and oversee our multi-functional call centre operations. The team consists of approximately 12 agents handling Sales, Student Retention, Cancellations, Customer Happiness, and other customer support functions. The ideal candidate is a strong people leader who is hands-on, results-driven and capable of improving team performance, operational efficiency and customer satisfaction while ensuring all departmental KPIs are consistently achieved.

Key Responsibilities

• Lead, coach and manage the daily operations of the call centre across multiple functions including Sales, Retention, Cancellations, and Customer Happiness.
• Monitor individual and team performance against KPIs such as conversions, retention rates, response times, customer satisfaction, and productivity.
• Provide ongoing coaching, mentoring, and performance feedback to maximize employee development and engagement.
• Work closely with team leaders and agents to understand daily operational challenges and implement effective solutions.
• Analyze reports, call metrics, and performance data to identify trends and areas for improvement.
• Develop strategies to improve operational efficiency, customer experience, and overall team productivity.
• Ensure consistent adherence to company policies, service standards, and communication quality.
• Handle escalated customer concerns professionally and implement preventive measures to reduce recurring issues.
• Conduct regular team meetings, performance reviews, and training sessions.
• Collaborate with other departments to improve processes and ensure seamless customer journeys.
• Foster a positive, accountable, and high-performance work environment.

Desired Candidate Profile

• Bachelor's degree in Business Administration, Management, or a related field.
• 8+ years of experience in Call Centre Operations, with at least 3+ years in a managerial role.
• Proven experience managing customer service and sales teams with multiple functions.
• Strong leadership and people management skills with the ability to motivate and develop teams.
• Hands-on management style with a thorough understanding of day-to-day call centre operations.
• Excellent problem-solving and decision-making abilities.
• Strong analytical skills with experience using call centre reports and KPIs to drive performance.
• Outstanding communication, interpersonal, and conflict resolution skills.
• Confident, assertive personality with the ability to manage pressure and drive results.
• Highly organized, proactive, and adaptable in a fast-paced environment.
• Proficiency in Microsoft Excel and CRM/Call Centre management systems is an advantage.

Preferred Profile

• Female candidate preferred.
• Open to all nationalities
• Strong leadership presence with a results-oriented mindset.
• Passionate about delivering exceptional customer service while driving business performance.
• Experience managing teams across Sales, Customer Service, Retention, or similar customer-facing functions is highly desirable.