Senior Call Centre Manager
Core
Operational leadership for Customer Care, Roadside Assistance, and Authorisations call centre functions, ensuring service continuity and alignment with business priorities.
Role type
Senior Call Centre Manager
Builds
Reliable service outcomes and operational standards across customer interaction channels
Domain
Automotive / Financial Services / Insurance
Required skills
Operational leadership, workforce planning, service level management, quality assurance, process optimization, stakeholder management, data analysis, compliance management, team coaching, strategic planning
Preferred skills
Experience in Roadside Assistance, Financial Services, Insurance, or Automotive industries
Technologies
Operational data tools, quality assurance frameworks
Responsibilities
Lead day-to-day and longer-term call centre operations, translate business objectives into operational plans, provide direction and coaching to departmental managers, monitor service delivery against contractual standards, review operational trends and implement corrective actions, oversee workforce planning and scheduling, ensure quality assurance practices, maintain adherence to regulatory obligations, develop operational reports, partner with internal and external teams, lead continuous improvement initiatives
Seniority
Senior, hands-on IC