We are seeking a highly motivated and experienced Call Centre Manager to oversee our customer service operations. The ideal candidate will be responsible for managing a team of customer service representatives, ensuring efficiency, productivity, and customer satisfaction. The Call Centre Manager will play a crucial role in maintaining high service standards and fostering a positive working environment within the call centre.

Responsibilities:

Manage day-to-day operations of the call centre, including performance monitoring.
Develop and implement strategies to improve efficiency and customer service quality.
Set performance goals for the team and individual representatives.
Monitor calls and provide constructive feedback to improve performance.
Handle escalated customer complaints and issues.
Ensure compliance with company policies and procedures.
Prepare regular reports and analyze call centre data to improve processes.
Train, coach, and mentor call centre agents.
Collaborate with other departments to optimize customer service delivery.
Stay updated on industry trends and best practices in customer service management.

Requirements:

Proven experience as a Call Centre Manager or similar role in a fast-paced environment. Minimum of 3 years experience.
Strong leadership and managerial skills.
Excellent communication and interpersonal skills.
Ability to motivate and coach a team towards achieving goals.
Experience with call centre equipment and software.
Analytical mindset with the ability to make data-driven decisions.
Knowledge of performance evaluation and customer service metrics.
Ability to work under pressure and handle challenging situations effectively.

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Call Centre Manager