SUMMARY:

Contact Centre Manager

About the Role

POSITION INFO:

Key Responsibilities

Contact Centre Management

• Supervise and manage day-to-day Call Centre operations.
• Monitor employee performance against agreed productivity and performance targets.
• Coach and mentor team members to improve productivity, performance and overall effectiveness.
• Promote a culture of accountability, professionalism and high performance.
• Identify performance concerns and implement appropriate improvement plans.
• Support employees in achieving operational and performance objectives.
• Ensure company policies, procedures and operational standards are consistently followed.

Training & Development

• Develop, implement and maintain effective employee training programmes.
• Conduct onboarding and induction training for new employees.
• Facilitate refresher and ongoing training programmes where required.
• Identify individual and team training needs and address identified skills gaps.
• Monitor the effectiveness of training initiatives and make improvements where necessary.
• Support employees through coaching, development and continuous learning.
• Maintain accurate employee training records.

Quality Assurance

• Monitor and evaluate employee performance against established quality standards.
• Conduct regular quality assessments and provide constructive feedback.
• Identify recurring quality issues and implement corrective or improvement measures.
• Ensure Call Centre processes and customer service standards are consistently maintained.
• Monitor quality trends and identify opportunities to improve customer experience.
• Maintain accurate Quality Assurance records and scorecards.
• Work with management and relevant teams to address quality and performance concerns.

Reporting & Analysis

• Track and analyse Call Centre performance, productivity and quality data.
• Monitor relevant performance metrics and identify trends or areas requiring attention.
• Prepare regular performance and quality reports for management.
• Provide management with actionable insights and recommendations.
• Use performance data to identify opportunities for operational improvement.

Process Improvement

• Identify opportunities to improve Call Centre processes, employee performance and customer experience.
• Assist with implementing practical solutions to operational challenges.
• Ensure established processes and quality standards are consistently applied.
• Work collaboratively with management and other departments to resolve operational, performance and quality concerns.
• Promote continuous improvement across the Call Centre environment.

Minimum Requirements

• Previous experience in a Supervisor, Team Leader, Call Centre Manager or similar leadership position.
• Previous experience within a Call Centre, Training or Quality Assurance environment.
• Proven experience managing and developing people.
• Strong leadership and people-management skills.
• Demonstrated coaching and mentoring abilities.
• Strong analytical and problem-solving skills.
• Excellent verbal and written communication skills.
• Intermediate proficiency in Microsoft Office, particularly Excel and Word.
• Professional level of English communication.
• Ability to work effectively under pressure and meet deadlines.
• Strong organisational and administrative skills.
• High level of attention to detail.

Advantageous Experience

• Previous experience managing or overseeing Training and Quality Assurance functions.
• Experience within a sales, telesales or lead-generation environment.
• Experience working with Call Centre performance metrics and KPIs.
• Experience preparing and analysing performance reports.
• Experience using quality scorecards and conducting call quality assessments.
• Knowledge of Call Centre quality assurance and performance management processes.

Key Competencies & Personal Attributes

The successful candidate will demonstrate:

• Confident and proactive leadership.
• Strong people-management and interpersonal skills.
• Results-driven and performance-focused approach.
• Passion for coaching, developing and motivating employees.
• Strong analytical and numerical ability.
• Excellent communication and presentation skills.
• Strong organisational and time-management abilities.
• High level of accountability and professionalism.
• Ability to identify problems and implement practical solutions.
• Strong attention to detail.
• Ability to work effectively in a fast-paced and target-driven environment.
• Commitment to maintaining high standards of quality and customer service.
• Ability to build positive working relationships across different teams and levels of the organisation.