Contact Center Manager

About the role

We are seeking an experienced Contact Center Manager to lead our multi‑channel contact centre, overseeing inbound, outbound and digital communications. The role is responsible for maintaining high service quality, improving key performance metrics, and managing both internal agents and outsourced service providers.

Key responsibilities

• Oversee daily operations across all communication channels to ensure efficiency and service excellence.
• Develop and implement strategies to improve first‑call resolution, response times, service levels and overall customer satisfaction.
• Conduct quality assurance assessments and ensure adherence to scripts, standards and policies.
• Manage relationships with outsourced contact‑center vendors, monitor SLA compliance and conduct business reviews.
• Analyze operational data, identify trends and present insights to senior management.
• Handle escalated customer complaints, ensuring timely investigation and resolution.
• Monitor agent performance, set KPIs, conduct reviews and deliver coaching.
• Lead workforce management activities including forecasting, scheduling and resource allocation.
• Ensure compliance with internal policies, data‑privacy regulations and confidentiality standards.
• Prepare and present performance dashboards and participate in budget planning.

Required profile

• Bachelor’s degree in Business Administration, Communication or a related field.
• Minimum 7 years of experience in customer service or contact‑center operations, with at least 3‑5 years in a supervisory or managerial role.
• Proven ability to manage outsourced providers and drive SLA compliance.
• Strong analytical, problem‑solving and conflict‑resolution skills.

Required skills

• Contact‑center technologies: CRM, IVR, ACD and workforce‑management tools.
• Advanced proficiency in Microsoft Excel.
• Experience with Power BI (preferred).
• Strong command of MS Office applications.