• Lead, coach, and develop Team Leaders and Customer Service Representatives.

• Manage daily call center operations to achieve service level agreements (SLAs), KPIs, and customer satisfaction targets.

• Monitor performance metrics such as Service Level, Average Handling Time (AHT), First Call Resolution (FCR), Abandonment Rate, and Customer Satisfaction (CSAT).

• Analyze operational reports and identify opportunities to improve productivity and service quality.

• Develop workforce planning, scheduling, and resource allocation to meet business demands.

• Ensure compliance with company policies, quality standards, and customer service procedures.

• Handle customer escalations and resolve complex service issues.

• Collaborate with other departments to improve customer experience and operational efficiency.

• Prepare regular performance reports and present recommendations to senior management.

• Drive employee engagement, training, and succession planning within the call center.

Requirements

• 10–15+ years of experience in customer service or call center operations.

• Minimum 2–3 years in a managerial or leadership role.

• Strong leadership and people management skills.

• Excellent communication and interpersonal skills.

• Analytical and problem-solving abilities.