Call Center Unit Manager

About the role

The Call Center Unit Manager will lead all inbound communication operations for a banking institution, ensuring an excellent customer experience while meeting strategic performance goals. This role oversees the team, resources, and technology stack to drive quality and efficiency.

Key responsibilities

• Define and execute a vision for the inbound call center aligned with the bank’s objectives.
• Develop and maintain SOPs, quality assurance standards, and compliance protocols.
• Analyze customer feedback, performance metrics, and market trends to identify improvement opportunities.
• Select, implement, and manage call center software such as CRM and ACD systems.
• Set performance goals, KPIs, and conduct regular performance evaluations.
• Mentor and train team leaders and staff, resolve complex issues, and foster a positive work environment.

Required profile

• University degree.
• Minimum 5 years of call‑center experience, with at least 3 years in a supervisory or managerial role within inbound banking.
• Strong leadership and team‑motivation abilities.
• Proficiency in data analysis and KPI‑driven decision making.
• Fluency in English and solid computer literacy, including banking systems.

Required skills

• Call Management Systems
• Customer Relationship Management (CRM) systems
• Automatic Call Distribution (ACD) systems
• Data analysis
• KPIs