Call Centre Operations Manager

Key Responsibilities

• Conduct ongoing evaluation of team results and provide continuous feedback to employees.
• Prepare long-term development plans for all call centre teams.
• Oversee recruitment processes across all subordinate teams.

• Prepare cyclical performance reports for Customer Care, Tele Sales, Payments, and Collections teams.
• Execute tasks assigned by senior management within set timelines.
• Manage complaint-handling processes in accordance with local regulations.
• Prepare repair and emergency response plans to ensure operational continuity.

• Establish and maintain relationships with existing partners and support new business development.
• Conduct internal audits to assess process effectiveness, compliance, and accuracy with legal standards.
• Lead continuous process improvement initiatives to enhance efficiency across the call centre.

• Work closely with the Country Manager and Head of Operations on strategic decisions and operational alignment.
• Support implementation of strategic initiatives that improve team quality and service delivery.

Qualifications

• Bachelor’s degree in Business, Operations, Management, or a related field.
• Proven experience (3–5 years) in a Call Centre Operations leadership role, preferably within a financial services environment or a high-volume call centre environment.
• Strong understanding of call centre KPIs, customer experience management, and performance analysis.
• Demonstrated experience in people management, coaching, and performance improvement.
• Excellent communication, leadership, and problem-solving skills.
• Ability to work in a fast-paced, target-driven environment and manage multiple teams simultaneously.
  

How to Apply:

All applications will be received and Reviewed through BrighterMonday Portal by Clicking on the 'Apply Here' section