Contact Center Manager

About the role

We are looking for an experienced, customer‑focused Contact Center Manager to lead our luxury limo service contact centre. You will be responsible for delivering a premium customer experience, ensuring operational excellence, and continuously improving key performance metrics in a fast‑paced environment.

Key responsibilities

• Develop and enforce customer service standards, scripts, and quality‑assurance processes to guarantee a seamless brand experience.
• Lead, coach, and supervise a team of agents, managing daily operations, scheduling, workforce planning, and service‑level adherence.
• Define, track, and optimise KPIs such as CSAT, FCR, AHT, service level, and complaint‑resolution rate.
• Monitor performance through data analysis, prepare regular reports, and recommend process enhancements.
• Recruit, train, and mentor staff while fostering a high‑performance team culture.
• Implement best‑practice quality‑assurance frameworks and drive continuous process improvement.

Required profile

• Bachelor’s degree in Business Administration or a related field.
• 5+ years of contact‑center experience, including at least 2 years in a managerial role.
• Proven record of meeting or exceeding customer‑service KPIs.
• Strong performance‑management, coaching, and leadership abilities.
• Excellent communication and problem‑solving skills.

Required skills

• Proficiency with CRM and contact‑center platforms.
• Experience using data‑analysis and reporting tools.

What we offer

• Opportunity to lead a high‑visibility team in a luxury service environment.
• Competitive compensation package.
• Professional development and growth prospects.