Call Center Manager

The call center manager is responsible for the overall management of the call center. This includes planning and budgeting, decisions regarding staff, call center processes, technology etc.; strategy development, implementation and evaluation; liaising with other teams such as

technical, HR and IT


Job Description:

  • Responsible in the running of the call center by way of managing agents as in schedule adherence, welfare, performance etc
  • Preparation of daily, weekly, monthly and Quarterly reports with regards to the performance of the Call Center.
  • Monitoring and coaching agents on customer handling skills and new products & services.
  • Conducting Real Time Monitoring to strategize.
  • Coordinate with other department or unit to make sure customers enquiries, requests and complaints are resolved in a more efficient and effective manner.
  • Ensuring that agents delight customers.
  • Checking on customers to find out their experience with the services, asking for their suggestions to help improve on our service delivery.
  • Managing project accounts.
  • Training of agents on job skills and new applications. E.g Elastic & Vtiger etc
  • Conducting surveys on the various projects.

Candidate Requirement

  • A minimum of first degree in management
  • 3 years minimum prior call center experience
  • Business and relationship management skills
  • Organizational and leadership skills
  • Motivational skills
  • Good reporting skills
  • Good communication skills
  • Team player
  • Strong interpersonal skills