Call Center Manager

Mersal

1. Agent Utilization & Performance Optimization

• Ensure effective workforce management and optimal agent scheduling across all five call centers.
• Maximize agent occupancy and productivity levels.
• Maintain a reasonable average handling time (AHT) based on call type.
• Improve first call resolution (FCR) rates to enhance customer experience.

2. Standard Operating Procedures (SOPs) & Compliance

• Develop, proofread, implement, and maintain standardised Sops across call centres.
• Ensure adherence to industry best practices and compliance standards.

3. Stakeholder Coordination & Cross-Functional Facilitation

• Serve as the primary liaison between internal teams, vendors, and external partners.
• Facilitate smooth operations and resolve challenges efficiently.

4. Team Training & Development

• Design and execute training programs across all hierarchical levels.
• Promote a culture of continuous learning and professional development.

5. Strategic Development & Execution

• Define short-term and long-term development goals for all call center operations.
• Lead process innovation and execution for operational improvements.

6. Technical Capacity Management & IT Infrastructure

• Collaborate with IT teams for system upgrades, troubleshooting, and maintenance.
• Ensure technology alignment with operational needs.

7. Infrastructure Development & Maintenance

• Oversee facility management and infrastructure upgrades for sustainable growth.
• Ensure the scalability of call center systems.

8. Capacity Improvement & Recruitment Strategy

• Develop a hiring strategy, conduct interviews, and oversee staffing optimization.

9. Goal Achievement & Performance Monitoring

• Define KPIs for call center efficiency, customer satisfaction, and service quality.
• Monitor and improve overall performance across all functions.

10. Communication Alignment (Verbal & Written)

• Standardize verbal and written communication across all call centers using appropriate software.
• Conduct audits and training to enhance communication effectiveness.

11. Automation Development & IVR System Enhancements

• Lead automation projects to streamline operations and reduce manual interventions.
• Upgrade IVR systems based on evolving business needs and customer expectations.

12. Strategic Planning & Reporting

• Develop annual and quarterly plans to enhance efficiency and service quality.
• Generate data-driven reports to track call center performance.
• Ensure timely submission of strategic insights to senior management.