Job Description

Role & responsibilities Lead and manage the overall operations of the call center, including inbound/outbound customer service, technical support, or sales teams. Develop and execute strategies to improve service quality, customer satisfaction, efficiency, and team performance. Monitor key performance indicators (KPIs) such as average handle time, customer satisfaction scores, service level, and agent productivity. Collaborate with workforce management to ensure effective scheduling and staffing levels. Drive continuous improvement initiatives using data and feedback to streamline workflows, reduce call volumes, and enhance customer experience. Oversee the hiring, training, development, and performance management of call center staff and team leaders. Ensure compliance with internal policies, procedures, and industry regulations. Serve as the escalation point for complex customer issues and ensure timely resolution. Work closely with cross-functional teams such as IT, HR, Quality Assurance, and Product to support business objectives. Prepare and present performance reports, forecasts, and strategic plans to executive leadership. Preferred candidate profile Education: Bachelors degree, certifications like COPC, LEAN, Sig Sigma are a plus Experience: Minimum of 8 years in call center management, with at least 3 years in Sr management leading a large account. Skills: Proven experience managing large, high-volume call centers (100+ agents preferred). Strong understanding of contact center technologies (e.g., CRM, ACD, WFM systems). Demonstrated success in coaching leaders, managing performance, and driving change. Exceptional analytical, organizational, and problem-solving skills. Excellent interpersonal and communication abilities, with a customer-first mindset.