Call Center Director

Job Description

We are seeking a highly skilled and experienced Call Center Director to lead our operations. The ideal candidate will have a robust background in call center management, with an emphasis on customer service excellence and operational efficiency.

Responsibilities

• Establish and maintain exemplary customer service standards and practices.
• Lead the call center operations in achieving KPIs and driving continuous improvement.
• Conduct regular performance reviews with team members to ensure accountability.
• Advocate for the team’s needs and represent their concerns to upper management.
• Implement training and coaching programs aimed at enhancing team performance.
• Create a positive, motivating environment that encourages professional development.
• Manage budget and resources effectively to meet financial targets.
• Cultivate relationships with key clients and stakeholders.
• Drive initiatives to enhance agent engagement and satisfaction.

Requirements

Education

• Master's degree in business management or related field is preferred.

Experience

• 5+ years in call centre operations with management experience.

Technical Skills

• Call Center Software
• Microsoft Office Suite

Soft Skills

• Strategic Thinking
• Conflict Resolution

Certifications

• Certified Contact Center Manager (CCCM)

Languages

• English: Fluent

Advantageous

• Advanced data analytics skills: Experience with tools like Tableau for reporting and analysis.

Benefits

• Generous holiday allowance and sick leave.
• Training and development opportunities.
• Employee assistance programs.
• Discounts on company products and services.

Company Culture

• Innovation: We embrace new ideas and innovative solutions to enhance our practices.
• Work-Life Balance: We prioritise a healthy work-life balance for all team members.
• Respect: We foster an atmosphere of respect where everyone’s voice matters.