Role Summary
The Call Center Manager oversees contact center operations, leads customer engagement teams, optimizes call queues, and ensures prompt resolution of customer, merchant, and applicant inquiries.
Key Responsibilities
- Manage inbound and outbound contact center workflows, agent shifts, call volumes, and service-level agreements (SLAs).
- Monitor customer support call quality, train agents, and conduct regular performance reviews.
- Handle complex customer escalations regarding loan applications, repayments, and service feedback.
- Analyze call center analytics to improve first-contact resolution rates and overall customer satisfaction scores.
Key Qualifications & Requirements
- Degree in Customer Service, Public Relations, Business Administration, or related field.
- 3+ years of contact center leadership experience, ideally in microfinance, fintech, or telecommunications.
- Proficiency with modern Call Center software, CRM tools, and telephony systems.
- Exceptional interpersonal, leadership, and crisis communication skills.