Call Center Manager

Main Roles and Responsibilities:

• Oversee daily inbound and outbound call center operations, ensuring efficient workflows, exceptional customer service, and strict adherence to performance metrics and company policies. Provide hands-on supervision and coaching to optimize agent performance and maintain high customer satisfaction levels.
• Resolve escalated and complex customer issues promptly and professionally, ensuring timely resolutions that deliver positive customer experience.
• Manage tele-sales operations by ensuring agents consistently meet sales targets and revenue goals. Develop and implement strategies to improve lead conversion, customer acquisition, and overall agent effectiveness through targeted training and coaching.
• Oversee the renewal process to minimize customer churn and maximize retention. Ensure timely follow-ups and seamless contract extensions, working closely with sales and customer service teams to provide a smooth renewal experience.
• Supervise the debt collection process, ensuring adherence to company policies, timely follow-ups, and collaboration with the finance team to minimize outstanding debts and improve collection rates.
• Lead and oversee data entry teams to ensure accurate, timely recording of customer interactions, sales, renewals, and payments while ensuring data integrity and compliance with data protection regulations.
• Manage the lead generation and distribution process, ensuring qualified leads are followed up effectively. Coordinate with sales and marketing teams to refine and enhance lead strategies.
• Monitor and analyze key performance indicators (KPIs) across all functions, including call center, tele-sales, renewals, and collections. Generate detailed performance reports and implement strategies to enhance productivity, service quality, and operational outcomes.
• Continuously identify and execute improvements in call center operations, customer experience, and efficiency. Utilize performance data and analytics to drive strategic enhancements and achieve operational excellence.
• Lead, motivate, and mentor call center teams by providing regular coaching, comprehensive training, and performance evaluations. Foster a high-performance culture and promote professional growth within the team.

Key Skills:

• Customer service & Relations strategy
• Negotiation skills
• Reports preparation
• Relationship Management
• Translate Opportunities
• Strategic thinking
• Building strategic relationships
• Leadership
• Taking decisions

Qualifications:

At least bachelor’s degree in business administration, Management, or any other related field.

Experience:

Minimum of 8 years of experience in a call center environment, with at least 5 years in a managerial role, or any other related field.