Call Center Manager

Lead, coach, and develop Team Leaders and Customer Service Representatives.Manage daily call center operations to achieve service level agreements (SLAs), KPIs, and customer satisfaction targets.Monitor performance metrics such as Service Level, Average Handling Time (AHT), First Call Resolution (FCR), Abandonment Rate, and Customer Satisfaction (CSAT).Analyze operational reports and identify opportunities to improve productivity and service quality.Develop workforce planning, scheduling, and resource allocation to meet business demands.Ensure compliance with company policies, quality standards, and customer service procedures.Handle customer escalations and resolve complex service issues.Collaborate with other departments to improve customer experience and operational efficiency.Prepare regular performance reports and present recommendations to senior management.Drive employee engagement, training, and succession planning within the call center.

10–15+ years of experience in customer service or call center operations.Minimum 2–3 years in a managerial or leadership role.Strong leadership and people management skills.Excellent communication and interpersonal skills.Analytical and problem-solving abilities.