Operation Manager -Call center Inbound

1.Inbound Call Center Operations

·      Ensure smooth day-to-day inbound call center operations across Headquarters and branch support channels

·      Supervise and support Team Leaders and Inbound Call Center Agents.

·      Monitor answer rates, service levels, response times, and overall customer service performance.

·       Ensure proper staff scheduling and operational coverage at all times.

·      Oversee handling of customer inquiries, requests, complaints, and follow-ups.

·      Monitor call volumes and ensure the team is well prepared to meet operational demands.

·       Ensure all customer interactions are handled professionally and in line with company procedures.

2. Customer Experience

·      Ensure a positive and professional customer experience during all customer interactions.

·      Identify challenges within customer journeys and recommend improvements where needed.

·      Maintain communication standards including call handling, tone, and escalation procedures.

·       Ensure sensitive or high-risk customer cases are handled appropriately and professionally.

·      Monitor customer feedback and support improvements in service delivery.

·       Ensure customer concerns and complaints are resolved within the required timelines.

3. Quality Assurance & Performance Monitoring

·      Lead quality assurance activities within the inbound call center.

·      Monitor call quality and agent performance through regular reviews and evaluations.

·       Provide coaching and support to improve team performance and service standards.

·       Prepare operational and performance reports for management review.

·      Monitor key performance indicators including answer rates, customer satisfaction, and resolution rates.

·      Support continuous development of Team Leaders and Call Center Agents.

4. Process & System Improvements

·      Support automation and system improvement initiatives within the call center.

·       Identify operational gaps and recommend process improvements to increase efficiency.

·      Support implementation of new systems, tools, and operational procedures.

·      Work with relevant departments to improve workflows and service delivery processes.

5. Escalation Management & Coordination

·      Manage escalated customer issues and ensure timely resolution.

·      Coordinate with relevant departments to resolve operational and customer-related matters.

·       Ensure proper documentation and follow-up of escalated cases.

·       Maintain effective communication with internal departments to support daily operations.

6. Leadership & Team Management

·      Promote professionalism, accountability, and teamwork within the department.

·       Build strong working relationships with internal departments and management teams.

·      Support a positive working environment aligned with company values and operational standards.

·      Mentor and support Team Leaders and Call Center staff to improve performance and service delivery.

• Bachelor’s Degree or Diploma in Business Administration, Customer Service, Communications, Operations Management, Marketing, or a related field.
• Minimum of 3 -5years of progressive experience in call center operations, customer service management, or inbound operations management.
• Proven managerial or supervisory experience leading inbound call center teams or customer service operations.
• Strong understanding of inbound call center operations, customer experience management, quality assurance, and performance monitoring.