Position Objective
The Senior Contact Centre Manager is responsible for leading the daytoday operations of the Contact Centre by supervising a team of Team Leaders (TLs) to ensure service excellence, operational efficiency, and a positive customer experience. The role drives team performance fosters an engaging work environment, and develops staff to deliver consistent and highquality customer service.
Key Roles & Responsibilities
1. Performance Management & KPI Delivery
- Drive overall Contact Centre performance, ensuring key service metrics meet or exceed established targets.
- Track daily, weekly, and monthly KPIs for both team and individual performance.
- Monitor realtime Service Levels and Abandonment Rates, taking proactive actions to maintain performance stability.
- Identify recurring customer issues and escalate appropriately for process improvement and rootcause resolution.
2. Quality Assurance & People Development
- Ensure Team Leaders conduct regular weekly call evaluations and coaching for all frontline agents.
- Identify skills gaps and training needs using structured assessments.
- Implement corrective, refresher, or reinforcement training to improve competency and service quality.
3. Staff Engagement, Productivity & Retention
- Motivate and support staff to maximize productivity while managing attrition and operational costs.
- Implement incentive and recognition programs to reinforce desired behaviours and drive performance.
- Provide positive feedback, guidance, and coaching to sustain an engaged and resilient team culture.
4. Stakeholder Management & Operational Support
- Maintain effective Service Level agreements and communication with internal stakeholders.
- Resolve and document customer and agent issues in line with established procedures.
- Collaborate with crossfunctional departments on customer service matters and improvement initiatives.
- Ensure expenses are managed within budget.
- Adhere to organizational policies, procedures, and compliance requirements.
- Work closely with vendors (e.g., telephony systems providers) to support operational needs.
Minimum Job Requirements
- Bachelor's degree in any field (minimum requirement). Diploma holders may be considered with significant relevant experience.
- Minimum 5 years of experience in a Contact Centre environment.
- At least 2 years in a supervisory or managerial role overseeing Team Leaders and/or agents.
- Prior experience in the Financial Services or Insurance industry is highly preferred.
- Familiarity with financial regulations, compliance requirements, and industry standards.
- Strong leadership and peoplemanagement skills.
- Excellent communication and interpersonal abilities.
- Good analytical and problemsolving capabilities.
- Solid understanding of Contact Centre productivity and quality frameworks.
- Ability to motivate, guide, and develop teams in a fastpaced, highvolume environment.
