Call Center Manager

About the role

The Call Center Manager will build and lead a new call centre operation from the ground up, ensuring high service standards and customer satisfaction. This senior role combines strategic planning, technology implementation and people management to drive operational excellence.

Key responsibilities

• Lead the design and launch of the call centre operation.
• Select, implement and integrate call‑center technology and CRM platforms.
• Define service level agreements (SLAs), KPIs and operational dashboards.
• Build scalable processes to support growth and future expansion.
• Oversee day‑to‑day call centre activities and ensure targets are met.
• Monitor performance metrics and drive continuous improvement initiatives.
• Recruit, develop and retain supervisors, team leaders and agents.
• Set performance objectives, coach staff and conduct regular reviews.
• Establish quality monitoring programmes, scorecards and calibration sessions.
• Analyse customer feedback, complaints and surveys to identify improvement opportunities.
• Ensure compliance with company policies and customer service standards.
• Manage relationships with technology vendors and external service providers.

Required profile

• Bachelor’s degree in business administration or a related field.
• 10+ years of experience in call centre or customer service operations.
• 3–5 years in a managerial leadership role, preferably building a centre from scratch.
• Proven track record implementing call‑center technologies and CRM systems.
• Strong background in quality assurance, workforce management and customer experience.

Required skills

• CRM platforms
• Call‑center technology (e.g., telephony, routing, workforce management tools)
• Quality monitoring and assurance tools