Call Centre Manager

Overview

JOB TITLE: Contact Centre Manager

Primary objective of the job:

The Contact Centre Manager is responsible for leading the day-to-day performance of the contact centre operation across inbound and outbound service and sales channels. This role ensures the delivery of exceptional customer experiences, achievement of commercial and service objectives, and development of high-performing teams through effective leadership, coaching, workforce management, and continuous improvement.

The Contact Centre Manager is accountable for driving operational excellence, employee engagement, customer satisfaction, productivity, quality, sales conversion, and retention outcomes aligned to business goals.

Number of persons managed/supervised and their positions: Between 5 to 7 team leaders

Main Duties and Responsibilities:

Leadership and Management

• Provide clear leadership, direction, and accountability to Team Leaders to achieve operational targets.
• Build a high-performance culture focused on service excellence, sales growth, and continuous improvement.
• Conduct regular one-on-ones, performance reviews, coaching sessions, and development planning with Team Leaders.
• Drive employee engagement initiatives to improve morale, retention, and workplace culture.
• Conduct skip-level meetings with frontline agents to gather feedback and improve employee experience.
• Manage disciplinary matters, attendance, performance concerns, and HR processes in line with company policy.
• Support succession planning and talent development within the contact centre.

Operational Performance Management

• Lead daily, weekly, and monthly operational rhythm meetings to communicate priorities and performance expectations.
• Monitor and manage key performance indicators including service level, answer rate, abandonment, AHT, quality, CSAT, sales conversion, retention, productivity, and schedule adherence.
• Ensure effective resource planning and workforce utilization to meet customer demand.
• Identify performance gaps and implement action plans to improve results.
• Ensure business continuity and operational readiness across all channels.

Customer Experience & Sales Growth

• Drive a customer-first culture that delivers consistent, high-quality customer experiences.
• Ensure inbound service teams resolve customer issues efficiently and professionally.
• Ensure outbound and inbound sales teams achieve revenue, upsell, cross-sell, and retention targets.
• Improve first contact resolution and reduce repeat contacts.
• Analyze customer feedback and complaints trends to improve processes.

Stakeholder Management

• Build strong partnerships with internal departments including HR, Training, Workforce Management, IT, Marketing, Commercial, Finance, and Customer Experience teams.
• Translate business strategy into clear operational deliverables for Team Leaders and frontline teams.
• Represent the contact centre in leadership meetings and business reviews.

Reporting & Continuous Improvement

• Prepare regular operational reports, dashboards, and insights for senior leadership.
• Use data analysis to identify trends, risks, and opportunities.
• Implement process improvements that enhance customer experience, productivity, and cost efficiency.
• Support new initiatives, product launches, system changes, and transformation programs.

The duties listed above are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to that position.

Academic qualifications and experience required for job:

Experience leading leaders (Team Leaders / Supervisors).

Strong knowledge of contact centre metrics, workforce planning, and performance management

Functional Skills:

• Strong leadership and people management capability
• Ability to lead large operational teams through others
• Strong commercial mindset with sales leadership ability
• Excellent communication and stakeholder management skills
• Strong analytical and decision-making ability
• Highly organized with strong multitasking skills
• Accountable for results and operational ownership
• Strong coaching and performance management skills

DISCLAIMER:

This job description indicates the general nature and level of work expected of the incumbent.  It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent.  Incumbent may, and probably will be asked to perform other duties as required.  Each employee, regardless of classification, is required to maintain a safe, orderly and clean workplace, using safety precautions and observing safety rules at all times.