Call Centre Operations Manager

Position Overview:

Call Centre Operations Manager

Key Responsibilities:

Operational Leadership

• Manage day-to-day operations of inbound and outbound call centre activities.
• Ensure adherence to key performance metrics such as Average Handling Time (AHT), First Call Resolution (FCR), Service Level Agreements (SLAs), and Customer Satisfaction Scores (CSAT).
• Oversee multi-channel communication including voice, email, WhatsApp, and CRM-integrated channels.

Team Management

• Lead a team of agents, team leaders, and support staff, ensuring consistent performance and high engagement.
• Coach and develop teams through regular training, mentoring, and feedback sessions.
• Drive a performance culture with clearly defined goals and accountability frameworks.

Customer Experience (CX) Enhancement

• Develop call scripts, quality monitoring processes, and SOPs to ensure consistent, high-quality customer interactions.
• Collaborate with Sales, Service, and Product Support teams to ensure timely issue resolution and coordinated communication.
• Monitor customer feedback and complaints to identify trends and implement corrective actions.

Process Optimization & Technology Enablement

• Implement CRM and contact centre technologies (IVR, call recording, chatbots, etc.) to improve productivity and experience.
• Drive automation and digital transformation initiatives in alignment with GMMCOs broader digital roadmap.
• Generate and Analyse operational reports, dashboards, and insights to support continuous improvement.

Compliance & Governance

• Ensure data privacy, safety standards, and regulatory compliance within all call centre activities.
• Conduct regular audits and risk assessments to mitigate operational and reputational risks.

Required Qualifications:

• Bachelors degree in Business, Operations, or related field; MBA preferred.
• 812 years of experience in managing large-scale call centre operations.
• Industry experience in heavy equipment, automotive, dealership, or B2B services preferred.
• Hands-on experience with CRM systems (Oracle), IVR tools, and contact centre software.

Key Competencies:

• Strong leadership and team management skills
• Analytical mindset with data-driven decision-making
• Exceptional communication and interpersonal abilities
• Proven track record in improving customer service metrics
• Exposure to digital CX tools and automation platforms