Senior Contact Centre Manager

The Senior Contact Centre Manager is responsible for leading the day‑to‑day 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 high‑quality customer service.

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 real‑time Service Levels and Abandonment Rates, taking proactive actions to maintain performance stability.
• Identify recurring customer issues and escalate appropriately for process improvement and root‑cause resolution.

2. Quality Assurance & People Development

• Ensure Team Leaders...