Contact Centre Manager

About the Role
My client is seeking an experienced Contact Centre Manager to lead and drive operational excellence within their hospitality industry contact centre. The role requires a dynamic leader with proven ability to manage teams, enhance service delivery, and ensure customer satisfaction through proactive leadership and performance management.

Key Responsibilities
Provide leadership, coaching, and mentoring to a team of supervisors and agents, fostering a high-performance and customer-centric culture.
Manage daily contact centre operations, ensuring optimal service levels, efficiency, and compliance with quality standards.
Implement effective strategies to monitor, analyse, and improve call centre performance, including KPIs and service delivery benchmarks.
Oversee recruitment, training, scheduling, and performance appraisals to ensure the right staffing levels and skills are maintained.
Handle escalated customer complaints with effective resolution and root-cause analysis to prevent recurrence.
Collaborate with internal teams and stakeholders to streamline communication and improve overall customer experience.
Drive initiatives to enhance operational processes, cost efficiency, and employee engagement.
Ensure compliance with relevant labour legislation, internal procedures, and service standards.

Bachelor’s degree in Business Management, Operations, or related field (or equivalent experience).
8-10 years’ proven management experience in a contact centre environment.
Strong leadership, coaching, and team development skills.
Excellent customer service orientation with ability to handle complex escalations.
Proficiency in MS Office; knowledge of contact centre technologies and reporting tools (e.g., Power BI, Pure Cloud).
Strong analytical, problem-solving, and communication skills.

• Medical Aid
• Provident Fund