Contact Centre Manager

About the role

The Contact Centre Manager is responsible for leading and managing all customer interaction channels to deliver an exceptional customer experience while achieving operational efficiency and business objectives. The role oversees three customer engagement teams: Call Centre Team, Digital Customer Service Team, and Retail Customer Retention Team.

Key responsibilities

• Oversee day‑to‑day operations across voice, digital, and retention channels, ensuring service levels, response times, and quality standards are consistently met.
• Manage inbound and outbound call centre activities, monitoring KPIs such as Service Level, Average Handling Time, Abandonment Rate, and First Call Resolution.
• Develop and execute strategies to improve digital response times, engagement, and brand representation across all online channels.
• Lead customer retention initiatives, creating proactive campaigns to reduce churn and improve customer lifetime value.
• Establish departmental KPIs, produce regular performance reports, and present insights to senior management.
• Implement operational processes, controls, and business continuity plans to enhance efficiency and service delivery.
• Handle escalation processes, resolve high‑priority issues, and manage reputation‑related activities on social media.
• Collaborate with Sales, Marketing, and Retail teams to align retention and loyalty programs with broader business goals.

Required profile

• Bachelor of Business Administration (BBA).
• Core competencies: Action Oriented, Collaborates, Communicates Effectively, Customer Focus, Decision Quality, Directs Work, Interpersonal Savvy, Manages Complexity.

Required skills

• Customer Relationship Management (CRM) software.
• Data management.
• Digital consumer engagement.