Manager - Call Center

About the Role

We are seeking a data-driven Call Center Manager to oversee the daily operations of our customer support center. This role requires a strategic thinker who can leverage analytics, automation, and process optimization to enhance customer experience, maximize efficiency, and drive business outcomes.

Key Responsibilities

• Leadership & Team Management
• Oversee call center operations, including inbound and outbound teams.
• Lead, train, and develop call center supervisors and agents to improve performance.
• Foster a culture of data-driven decision-making and continuous improvement.
• Performance Optimization & Analytics
• Define and track KPIs
• Analyze call center metrics to identify trends, inefficiencies, and opportunities for improvement.
• Develop and implement data-driven strategies to enhance call center efficiency and customer satisfaction.
• Technology & Automation
• Implement AI-driven call routing, chatbots, and automation tools to improve efficiency.
• Work with IT and data teams to ensure seamless integration of CRM, telephony, and analytics systems.
• Leverage workforce management (WFM) tools to optimize scheduling and resource allocation.
• Customer Experience & Quality Assurance
• Monitor and improve service quality through call audits, coaching, and training programs.
• Develop customer feedback loops to drive continuous enhancements.
• Strategic Planning & Reporting
• Use data insights to forecast staffing needs, call volume trends, and operational challenges.
• Prepare executive reports on call center performance and recommend strategic improvements.
• Collaborate with other departments (e.g., Marketing, Sales, Product) to align call center operations with business objectives.

Requirements

• Experience: 10+ years in call center management, with a focus on data analytics and process optimization.
• Technical Skills: Strong experience with contact center platforms, CRM systems (Salesforce, Zendesk, etc.), , and analytics tools (Google Analytics, Power BI, Tableau).
• Data-Driven Mindset: Ability to interpret data, create reports, and implement data-driven decision-making.
• Leadership: Proven ability to manage large teams and improve performance through training and motivation.
• Customer-Centric Approach: Strong understanding of customer experience (CX) best practices and call center methodologies.