Customer Service Call Centre Manager
Core
Lead and support a Customer Care team of up to 15 people, managing day-to-day operations, handling escalations, and improving customer outcomes for a funeral service provider.
Role type
Customer Service Call Centre Manager
Builds
Customer care operations and team performance
Domain
Funeral services / Customer support
Required skills
Team leadership, performance management, escalation handling, stakeholder management, process improvement, workforce planning, KPI monitoring, CRM system proficiency
Preferred skills
Contact centre experience, sales background, change management, hands-on operational involvement
Responsibilities
Lead, coach and support a Customer Care team of up to 15 people; Take ownership of the day-to-day operation of the Customer Care function; Be hands-on with escalations, complex customer matters and sensitive situations; Monitor performance, identify opportunities and take action to improve results; Support workforce planning, scheduling, KPIs, SLAs and quality standards; Be available for critical after-hours matters when required
Seniority
Manager, hands-on IC