Contact Centre Manager

About the role

We are looking for a Contact Centre Manager to lead our outsourced contact centre and deliver a best‑in‑class customer experience. The role oversees inbound, outbound and email channels, ensuring service quality, productivity and customer loyalty.

Key responsibilities

• Lead day‑to‑day operations of the outsourced contact centre across all channels.
• Drive achievement of operational and contractual KPIs such as Service Level, AHT, Abandonment Rate, FCR, QA, NPS, productivity and schedule adherence.
• Monitor performance, analyse trends and implement corrective actions.
• Manage vendor performance through regular reviews and ensure compliance with SLAs.
• Optimise workforce planning, scheduling and resource utilisation.
• Handle customer escalations and launch initiatives to improve satisfaction and loyalty.
• Collaborate with cross‑functional teams to drive operational improvements.
• Control operational budgets, productivity and cost efficiency.
• Generate leads and revenue opportunities through inbound and outbound interactions.

Required profile

• 5–8+ years of experience in contact‑center or customer‑service operations.
• 2–3 years of leadership or managerial experience.
• Strong knowledge of contact‑center technologies, CRM systems and workforce‑management tools.
• Proven track record of managing operational metrics and customer‑service performance.
• Excellent leadership, communication and decision‑making abilities.
• Proficiency in Microsoft Office and reporting tools.

Required skills

• Contact centre technologies
• CRM systems
• Workforce management tools
• Microsoft Office
• Reporting tools