Call Center & Client Support Manager

About the role

The Call Center & Client Support Manager leads the organization’s centralized customer contact operations across multiple business lines, including residential communities, commercial and mall operations, sports facilities, and education. This senior position oversees the outsourced contact‑center provider, ensuring high‑quality service, effective complaint handling, and seamless integration with internal teams.

Key responsibilities

• Manage the outsourced call‑center provider, enforcing contractual obligations, SLAs, quality standards, and operational KPIs.
• Develop and maintain procedures, escalation matrices, and quality‑assurance processes for all customer interactions.
• Oversee handling of inquiries, complaints, requests, and escalations across all business sectors.
• Govern the full CRM ticket lifecycle, ensuring timely closure of tickets generated by the contact centre and front‑office teams.
• Coordinate qualification, tracking, and distribution of sales leads to appropriate sales teams.
• Analyze feedback, complaint trends, call‑center performance, and ticket volumes to identify improvement opportunities.
• Prepare and present regular reports on customer satisfaction, SLA compliance, ticket performance, lead management, and vendor performance.
• Drive continuous‑improvement initiatives to enhance customer satisfaction, operational efficiency, and digital support channels.

Required profile

• Bachelor’s degree in Business Administration, Customer Experience, Marketing, Communications, or a related field.
• 10–15 years of experience in contact‑center operations, customer support, or client relations.
• Proven experience managing outsourced contact‑center operations, preferably within real‑estate or mixed‑use development environments.
• Strong analytical skills with the ability to translate data into actionable recommendations.

Required skills