Call Center Manager

Operational Management

• 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.

Team Leadership

• 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.

Performance Management

• 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.

Customer Experience

• 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.

Quality Assurance & Compliance

• 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.

Stakeholder Collaboration

• 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.