Contact Centre Manager

Reporting to the Group Head of Customer Experience, the Contact Centre Manager will be responsible for the overall management, performance, and development of the Contact Centre. This role involves leading a team of agents, monitoring key performance indicators (KPIs), ensuring exceptional customer service delivery, and maintaining high operational standards.

• Degree in a Business-related field.

• Professional Qualification: CRM

• Relevant experience: 5+ yrs

• Contact Centre Leadership/Customer Experience: 2 yrs desirable

• Excellent analytical skills to enable resolution of unstructured and complex problems.

• Good understanding of Operational Risk Management.

• Strong verbal and written communication skills to convey feedback effectively to team members and leadership.

• level of attention to detail when reviewing customer interactions and performance metrics.

• Ability to identify problems and root causes within the customer experience and propose solutions.

• Customer-Centric Mindset