Manager – Call Center Operations

Key responsibilities

1. Oversee overall call center operations and team performance
2. Develop strategies to improve productivity and maintain service quality
3. Monitor KPIs, SLAs, operational targets, and quality standards
4. Lead team leaders and support staff effectively
5. Handle client coordination and operational reporting
6. Ensure smooth day-to-day workflow and issue resolution
7. Conduct training, coaching, and performance evaluations
8. Drive employee engagement and process improvements

Requirements

1. Proven experience in call center/BPO operations
2. Minimum 3–5 years experience in a managerial role
3. Strong leadership and decision-making skills
4. Excellent communication and people management abilities
5. Ability to work under pressure and meet operational and quality targets
6. Knowledge of KPI management, reporting, and customer service standards

What we offer

1. Attractive salary package
2. Career advancement opportunities
3. Professional work environment
4. Performance-based incentives
5. Continuous learning & development

When applying

Send your CV.