Call Center Manager

• Manage the daily operations of the call center to ensure service levels and performance targets are consistently achieved.
• Develop and implement operational strategies to improve productivity, service quality, and customer experience.
• Monitor call volumes and workforce capacity to ensure optimal resource allocation.
• Ensure adherence to company policies, procedures, and regulatory requirements.

• Lead, coach, mentor, and develop Team Leaders and Customer Service Representatives.
• Set clear performance expectations and conduct regular performance reviews.
• Identify training needs and collaborate with the Learning and Development team to improve employee capabilities.
• Foster a high performance culture focused on accountability, collaboration, and customer satisfaction.

• Monitor and analyze key performance indicators (KPIs), including:
• Service Level
• Average Handling Time (AHT)
• First Call Resolution (FCR)
• Customer Satisfaction (CSAT)
• Quality Assurance Scores
• Call Abandonment Rate
• Agent Productivity
• Prepare and present weekly , monthly and quarterly performance reports.
• Implement action plans to address performance gaps and improve operational outcomes.

• Ensure customers receive timely, professional, and effective support.
• Handle complex customer complaints and escalations in a timely manner.
• Identify customer pain points and recommend process improvements to enhance the customer journey.

• Ensure compliance with company policies, data protection requirements, and applicable financial services regulations.
• Work closely with the Quality Assurance team to maintain high service standards.
• Conduct regular audits of calls and customer interactions to ensure compliance and quality.

• Collaborate with Sales, Credit, Collections, IT, Product, Marketing, Legal, and other departments to improve customer service processes.
• Support new product launches and system enhancements affecting customer interactions.

Process Improvement

• Analyze operational data and identify opportunities for automation and continuous improvement.
• Recommend and implement best practices to improve efficiency and customer satisfaction.
• Participate in strategic initiatives to enhance call center performance.

• Bachelor's Degree in Business Administration, Customer Service, Marketing, Communications, Management, or a related field.
• Professional certifications in Customer Experience, Contact Center Management, Leadership or Project Management are an added advantage.
• Minimum of 5years of experience in a call center or customer service environment.
• At least 3 years in a managerial or supervisory role, preferably within banking, financial services, fintech, telecommunications, or consumer lending.
• Experience managing large customer service teams and performance metrics.
• Knowledge of contact center technologies and CRM systems.
• Experience using workforce management and reporting tools.
• Strong analytical and reporting skills.
• Proficiency in Microsoft Office Suite, particularly Excel and PowerPoint.
• Experience working with ERP or customer management systems is an added advantage.

• Strong leadership and people management skills.
• Excellent communication and interpersonal skills.
• Customer centric mindset.
• Analytical thinking and problem solving abilities.
• Decision making and conflict resolution skills.
• Planning and organizational skills.
• Coaching and mentoring capabilities.
• High level of integrity and professionalism.
• Ability to work under pressure in a fast paced environment.
• Strong attention to detail and commitment to quality.