Call Center Manager

As the leader of our customer service department, you will be responsible for overseeing the operations of our 24 / 7 contact center, ensuring exceptional service delivery, managing client relationships, and driving continuous improvement across the team. You will provide strategic direction, coach and develop staff, and work closely with senior leadership to ensure operational excellence and client satisfaction.

Overview

Responsibilities

• Strategic Leadership : Provide overall leadership and direction for the call center team, aligning operations with business goals and client expectations.
• SLA & KPI Management : Monitor and ensure compliance with Service Level Agreements (SLAs) and Key Performance Indicators (KPIs), reporting outcomes regularly to senior management.
• Operational Oversight : Oversee daily operations of the 24 / 7 call center, ensuring consistency in service delivery, adherence to policies, and compliance with contractual obligations.
• Performance Management : Lead and manage team leaders and agents, setting clear objectives, conducting performance reviews, and fostering a culture of accountability.
• Staff Development : Implement training and development programs to improve skills, product knowledge, and service quality across the team.
• Workforce Planning : Forecast and manage staffing needs, ensuring adequate resourcing to meet client demands, including scheduling and roster management.
• Quality Assurance : Establish and monitor quality standards for calls, emails, and escalations, driving continuous improvement through regular audits and feedback.
• Innovation & Continuous Improvement : Identify opportunities for process improvement, technology enhancements, and automation to optimize efficiency and client experience.
• Client Relationship Management : Act as the primary point of contact for escalated client issues, ensuring timely resolution and maintaining strong client partnerships.
• Reporting & Analytics : Produce regular reports on call center performance, trends, and client feedback, presenting findings with recommendations to senior leadership.
• Budget & Cost Control : Contribute to budget planning, monitor operational expenses, and implement cost-control measures without compromising service quality.
• Crisis & Risk Management : Ensure business continuity by managing critical incidents, escalations, and implementing risk mitigation strategies.
• Attendance & Adherence : Ensure strict compliance with attendance policies, adherence to schedules, and alignment with organizational standards.

Job Requirements

Reporting Structure

This role reports directly to the Contracts Administrator based in Australia, and collaborates closely with senior executives and client representatives.

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