Reports to the Senior Director – Call Center and Dispatch, the Call Center Manager plays a key role in coordinating and managing the daily activities of the department to ensure efficiency, productivity, and high-quality service delivery to customers.
Working closely with the management team, he or she ensures that performance objectives are met while fostering an engaging, healthy, and talent-retentive work environment.
What you're responsible for:
- Managing the daily operations of the call center to ensure effective coverage, service quality, and adherence to performance indicators.
- Establishing structure, guidelines, regular meetings, evaluations, and continuous improvement initiatives to support call center operations.
- Supporting and coaching supervisors to achieve individual and collective performance goals.
- Reviewing workforce planning on an annual and regular basis and aligning with talent acquisitions.
- Identifying opportunities for process improvement and propose solutions to optimize productivity and customer experience.
- Collaborating with the Senior Director in monitoring performance indicators (KPIs), analyzing results, and implementing action plans to achieve targets.
- Supporting the implementation of quality assurance programs and training plans to enhance agent performance.
- Ensuring compliance with company policies, procedures, and service standards.
- Contributing to the preparation of performance reports and providing operational recommendations to management.
- Identifying and developing processes to improve efficiency, productivity, and workflow while ensuring compliance with internal and external controls.
- Participating actively in the budget preparation, analyse monthly and provide visibility on performance and gaps.
- Analysing any performance gaps, proposing action plans and ensuring follow-up on actions implemented.
- In collaboration with internal partners, developing a training program based on training needs for current employees and new employees.