Call Center Manager

Job Summary:

The Inbound Call Centre Head is responsible for overseeing the daily operations of the inbound call centre, ensuring a high level of customer satisfaction, operational efficiency, and achieving performance goals. The role requires strong leadership, operational management, and a deep understanding of call centre processes, including quality control, team management, and reporting.

Key Responsibilities:

1. Leadership & Management:

• Lead, motivate, and manage a team of customer service representatives to meet or exceed performance goals.
• Ensure proper staffing levels and optimal resource allocation for smooth operations.
• Conduct regular coaching, training, and performance reviews to improve team performance.
• Develop and maintain a positive, high-performance work culture within the team.
• Resolve complex or escalated customer issues, ensuring timely resolution.

Operational Excellence:

• Oversee the daily operations of the inbound call centre, ensuring that all calls are handled efficiently and effectively.
• Monitor key performance indicators (KPIs), such as average handling time, first call resolution, customer satisfaction scores, and service levels.
• Develop and implement strategies for improving service levels and customer satisfaction.
• Ensure that the team adheres to company policies, processes, and guidelines for customer service.

Quality Assurance & Reporting:

• Establish and enforce call quality standards and regularly evaluate call recordings for compliance and quality.
• Generate and analyze regular performance reports, providing insights on trends, bottlenecks, and areas for improvement.
• Provide detailed reports to senior management on team performance, customer satisfaction, and operational challenges.

Customer Experience Management:

• Develop strategies to enhance the customer experience by optimizing call centre processes and minimizing customer effort.
• Monitor and analyze customer feedback to identify opportunities for service improvement.
• Work closely with other departments to ensure customer issues are addressed effectively.

Budgeting & Cost Management:

• Manage the operational budget for the inbound call centre, ensuring cost-effective operations while maintaining service quality.
• Identify opportunities to reduce costs and improve efficiency without compromising service levels.

Technology & Process Improvement:

• Collaborate with the IT department to ensure that the call centre uses the most effective technologies, including CRM systems and call management software.
• Stay updated on industry trends and best practices in call centre management and customer service.
• Lead initiatives for process improvements, automation, and innovation to enhance operational efficiency.

Compliance & Risk Management:

• Ensure compliance with all regulatory requirements and company policies, including data protection, privacy, and security.
• Manage and mitigate operational risks to the call centre's performance and reputation.

Required Skills and Qualifications:

• Bachelor's degree in Business, Management, or a related field (or equivalent experience).
• Minimum 5-7 years of experience in call centre operations, with at least 2-3 years in a leadership role.
• Proven ability to manage and lead a large team in a fast-paced environment.
• Strong understanding of call centre technologies, CRM systems, and performance management tools.
• Exceptional leadership, coaching, and communication skills.
• Analytical mindset with the ability to interpret data and make data-driven decisions.
• Strong problem-solving skills and the ability to handle escalated customer issues.
• Ability to work under pressure while maintaining focus on customer satisfaction and operational efficiency.

Preferred Qualifications:

• Experience in managing inbound call centre in healthcare Industry
• Certification in call centre management or customer service excellence (e.g., Six Sigma, COPC).
• Familiarity with workforce management systems and scheduling tools.

Working Conditions:

• Full-time position
• Ability to work in shifts, including evenings, weekends, or holidays as required.