Call Centre Operations Manager

We are seeking a highly experienced and results-driven Call Centre Operations Manager to lead and optimise a fast-paced, customer-focused operations environment. The successful candidate will be responsible for managing end-to-end call centre performance, leading a diverse team, and ensuring exceptional service delivery aligned with operational KPIs and customer satisfaction standards. This role requires a strong operational leader who is “right now and can do” focused—someone who thrives under pressure, drives accountability, and continuously improves people, processes, and technology within a high-volume service environment.



KEY RESPONSIBILITIES

Team Management

1. Lead, manage, and develop Team Leaders, call centre agents, customer service personnel, and related operational staff.

2. Provide continuous coaching, mentoring, training, and performance feedback to drive individual and team improvement.

3. Manage employee relations, including co...