Contact Centre Manager

Key Responsibilities

• Lead and manage the daily operations of the contact centre, including workforce planning and resource allocation
• Collaborate with the Head of Customer Engagement to set and monitor team KPIs and performance goals
• Conduct call quality audits and provide ongoing coaching and feedback to drive service excellence
• Perform capacity planning to ensure service levels meet customer demand
• Identify training needs and coordinate learning initiatives to upskill the team
• Handle escalated customer issues and complaints, collaborating with internal departments for effective resolution
• Oversee recruitment, onboarding, and staff development programs
• Prepare regular reports and analytics to monitor performance metrics and identify trends for improvement
• Define business requirements for contact centre systems and participate in system implementation and user acceptance testing (UAT)
• Contribute to cross-functional projects and support business continuity initiatives

Qualifications and Experience

Knowledge and Skills