Manager of Contact Centre Operations

As the Manager of Contact Centre Operations, you will be instrumental in optimizing performance and ensuring high-quality customer interactions. Lead your team in achieving goals while enhancing employee satisfaction.

This managerial role requires overseeing the contact centre's operational effectiveness and implementing strategies to enhance business processes. You will be accountable for performance management, resource planning, and financial oversight, all while addressing customer concerns and fostering a positive environment.

Key Responsibilities:
• Oversee contact centre performance and quality assurance
• Set and monitor key performance indicators effectively
• Optimize capacity planning and workload forecasting
• Lead staff performance and engagement initiatives
• Resolve escalated customer service issues as they arise

Requirements:
• Degree in Business Administration or Commerce
• Seven years of ...