High Value Manager

About the role

We are seeking a High Value Manager to lead and oversee the daily operations of our call centre, ensuring exceptional customer service and adherence to service level agreements. The role involves strategic oversight of customer care functions, data‑driven decision making and resource management within a telecom environment.

Key responsibilities

• Manage daily operations of the call centre to meet performance targets.
• Oversee multiple teams and personnel, ensuring effective scheduling and productivity.
• Lead onboarding, training and development of new agents.
• Monitor and analyze service metrics, reporting findings to senior management.
• Identify improvement opportunities to enhance the customer experience and achieve SLA compliance.
• Allocate resources efficiently to balance workload and maintain quality standards.

Required profile

• Bachelor’s degree or equivalent professional experience.
• Minimum 5 years of experience in the telecom industry, preferably in call centre management.
• Strong organizational abilities and proven leadership skills.
• Ability to interpret data and translate insights into actionable plans.

Required skills

• Proficiency with Microsoft Outlook.
• Advanced use of Microsoft Excel for reporting and analysis.
• Competence in Microsoft Word for documentation.
• Experience with Microsoft PowerPoint for presentations.