Job description

Overview

We are looking for a seasoned Call Center Manager to lead the transformation and optimization of our call center operations. This role demands extensive experience in driving sales growth across both B2B and B2C channels while ensuring excellent customer service and managing cross-functional projects from start to finish.

Key Responsibilities

Lead a strategic overhaul of the call center department to boost efficiency, agent productivity, and quality of service.
Develop and implement sales growth initiatives that increase revenue per interaction, enhance conversion rates, and grow upsell/cross-sell opportunities through multiple channels.
Create and execute communication strategies to elevate customer satisfaction, retention, and loyalty, maintaining a high Net Promoter Score (NPS).
Manage comprehensive contact center operations including recruitment, training, coaching, quality assurance, scheduling, and performance evaluation.
Coordinate with sales, marketing, and product teams to ensure alignment on messaging, campaigns, and customer journey improvements.
Lead engagement programs for both B2B and B2C clients with customized approaches for enterprise and individual customers.
Oversee portfolios of contact center projects such as deployment of technology (IVR, CRM, contact routing), process enhancements, and performance metrics monitoring.
Establish and track KPIs like average handling time, first contact resolution, customer satisfaction, service level agreements, and compliance adherence.
Promote a customer-focused culture by coaching, recognizing, and continuously developing the frontline team.
Prepare and deliver performance reports to senior management including progress, risks, and ROI on initiatives.

Required Experience & Skills

Proven leadership experience as a Call Center Manager or equivalent, with a successful history of restructuring operations and measurable performance improvements.
Demonstrated success in increasing call center sales within B2B and B2C environments.
Excellent communication skills with customers, peers, and executives, including conflict resolution and escalation management.
Experience managing cross-functional projects and partnering with sales, marketing, and product divisions.
Proficiency in call center technologies and analytics tools including CRM systems, workforce management/forecasting, IVR, and customer satisfaction measurement tools (CSAT/NPS).
Strong analytical skills to convert data insights into actionable business strategies.
Leadership capabilities in coaching, mentoring, performance and change management.

Education

Bachelor’s degree in Business, Communications, Operations Management, or a related discipline is required. Advanced degrees or certifications are advantageous.

What We Offer

We provide a competitive salary package, incentives linked to performance, comprehensive benefits, opportunities for career advancement, and a vibrant, customer-oriented work culture.