Call Centre Manager

1. SOP Development & Governance

• Draft, review, and update Standard Operating Procedures (SOPs) for all call center operations and vendor interactions.
• Ensure SOPs are aligned with business objectives, customer experience standards, and compliance requirements.
• Drive SOP implementation across vendor teams and ensure effective adoption.
• Conduct periodic audits to ensure SOP adherence and identify gaps

2. Process Efficiency & Optimization

• Identify opportunities to improve operational efficiency, reduce costs, and enhance customer experience.
• Drive process improvements, automation initiatives, and workflow simplification.

3. Quality Assurance & Compliance

• Ensure consistent quality standards across all customer interactions.
• Work closely with quality teams to define evaluation frameworks and benchmarks.
• Track quality metrics and implement corrective actions where standards are not met.
• Ensure compliance with internal policies, regulatory requirements, and brand guidelines.

4. System & Process Design Support

• Collaborate in designing and defining call center systems and workflows aligned with SOPs.
• Support implementation of tools, CRM systems, and technology solutions.
• Help structure call categorization, routing logic, and interaction design.
• Work with cross-functional teams (IT, Product, Customer Experience) for system enhancements.

5. Call Type & Demand Management

• Analyze types of customer calls across inbound (IB), outbound (OB), email, and chat queues to identify trends, root causes, and improvement areas.

• Drive initiatives to reduce avoidable contacts and improve first call resolution (FCR).

• Support development of knowledge bases and scripts based on call insights.

• Excellent Communication Skillswriting, speaking, and interpersonal communication with all levels of management and cross functional collaborative skills

• Strong understanding of call center operations and vendor management

• Proven experience in managing inbound (IB), outbound (OB), and digital queues (email & chat)

• High attention to detail with strong focus on process adherence and quality control

• Project management—the ability to manage multiple projects/ processes at the same time. Process Improvement and Problem Solving.

• Leadership and management—ability to develop trust in employees, People Management Skills, Review and Assessment Skills, Teamwork, Managing Processes & Emphasizing Excellence.

• Ability to achieve outcomes with minimal direct supervision.