Call Centre Manager

About the role

1. Operational Leadership & Service Delivery Lead the day-to-day operations of the Contact Centre, ensuring all service levels, operational targets, and client requirements are consistently achieved. Ensure adherence to Service Level Agreements (SLAs), Key Performance Indicators (KPIs), quality standards, and operational procedures. Monitor real-time operational performance and implement corrective actions to maintain service excellence. Drive operational efficiency through effective resource allocation, scheduling, workforce planning, and capacity management. Manage escalated customer issues and ensure timely resolution of complex cases. Ensure compliance with company policies, client requirements, data protection standards, and regulatory obligations. Maintain MSXI business, brand, safety, and quality standards across all operations. 2. Performance Management Establish, monitor, and manage departmental KPIs and performance targets. Conduct regular performance reviews with Team Leaders and provide coaching and development support. Identify performance gaps and implement improvement plans to drive operational excellence. Analyse operational data and trends to improve productivity, efficiency, customer satisfaction, and employee performance. Drive a culture of accountability, ownership, and continuous improvement. Recognise and reward high performance while managing underperformance effectively. 3. People Leadership & Team Development Lead, coach, mentor, and develop Team Leaders and contact centre staff. Create a high-performance culture focused on engagement, accountability, collaboration, and customer service excellence. Oversee recruitment, onboarding, training, succession planning, and retention initiatives. Ensure employees receive ongoing development opportunities and career growth support. Conduct annual performance reviews and support individual development plans. Foster a positive, inclusive, and motivating working environment. Support employee wellness, engagement, and retention initiatives. 4. Client & Stakeholder Management Serve as the primary operational contact for assigned clients and key stakeholders. Build and maintain strong client relationships through regular communication, performance reviews, and business updates. Conduct operational and KPI review meetings with clients and internal stakeholders. Understand client business objectives and align operational delivery accordingly. Identify opportunities to improve customer experience, service delivery, and commercial value. Support contract growth, retention, and future business opportunities. 5. Quality Assurance & Customer Experience Champion a customer-centric culture throughout the operation. Ensure all customer interactions meet or exceed quality standards and client expectations. Oversee quality monitoring programmes, calibration sessions, and coaching initiatives. Review customer feedback, complaints, and satisfaction metrics to identify improvement opportunities. Drive initiatives that enhance Customer Satisfaction (CSAT), Net Promoter Score (NPS), and overall customer experience. Ensure corrective actions are implemented and monitored for effectiveness. 6. Reporting, Analytics & Business Insights Produce and present daily, weekly, monthly, and quarterly operational reports. Develop analytical reporting that provides meaningful business insights. Monitor operational trends and use data to identify risks, opportunities, and performance improvements. Present recommendations and business cases to senior leadership and clients. Ensure accurate tracking and reporting of KPIs, attendance, productivity, quality, and customer satisfaction metrics. 7. Continuous Improvement & Project Management Lead operational improvement initiatives that increase efficiency, quality, and customer satisfaction. Identify process improvement opportunities through performance analysis and stakeholder feedback. Support implementation of new technologies, systems, and operational processes. Manage operational projects and programme launches within agreed timelines and budgets. Drive innovation and adoption of best practices across the contact centre environment. Collaborate with internal departments to deliver business improvement initiatives. 8. Financial & Resource Management Manage operational budgets and resource planning activities. Monitor staffing requirements and optimise workforce utilisation. Support forecasting, budgeting, and operational planning processes. Identify opportunities for cost optimisation while maintaining service quality. Ensure effective utilisation of operational resources and technology platforms. Key Performance Indicators (KPIs) Service Level Achievement Average Speed of Answer (ASA) Average Handle Time (AHT) First Contact Resolution (FCR) Customer Satisfaction (CSAT) Net Promoter Score (NPS) Quality Assurance Scores Productivity and Utilisation Schedule Adherence Employee Engagement Absenteeism and Attrition Rates Client Satisfa

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