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- Oversee and manage the daily operations of the call centre, ensuring efficient and effective service delivery.
- Develop and implement strategic plans to enhance customer service, operational efficiency, and overall performance of the call centre.
- Lead, mentor, and develop a high-performing team of call centre managers and staff to achieve organizational goals and objectives.
- Establish and monitor key performance indicators (KPIs) to assess the effectiveness and quality of call centre operations.
- Collaborate with other departments to align call centre activities with broader company objectives and strategies.
- Drive continuous improvement initiatives to optimize processes, technology, and customer interactions.
- Manage budgetary planning and control to ensure cost-effectiveness and financial efficiency of the call centre operations.
- Ensure compliance with industry regulations and company policies, maintaining high standards of customer service and data protection.
- Analyze and report on call centre performance metrics, providing insights and recommendations to senior management.
- Foster a positive and motivating work environment that encourages teamwork, innovation, and professional development.
- Handle escalated customer issues and complaints, ensuring satisfactory resolution and customer satisfaction.
