Contact Centre & Call Centre Professionals
Core
Lead and optimise day-to-day contact centre operations across voice, email, chat, and digital channels while managing team performance and customer experience outcomes.
Role type
Senior Contact Centre Operations Manager
Builds
Customer service delivery and operational efficiency for contact centre organisations
Domain
Customer Operations / Contact Centre Management
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
People leadership, coaching, performance management, KPI-led operations management, workforce management (forecasting, scheduling, adherence), quality assurance, training design, stakeholder management, change delivery
Preferred skills
Lean/Six Sigma exposure, CRM/CCaaS platform expertise, BI tools proficiency
Technologies
Salesforce, Zendesk, ServiceNow, CCaaS/telephony platforms, diallers, WFM tools, QA platforms, Excel, Google Sheets, BI tools
Responsibilities
Lead and optimise contact centre operations across multiple channels; Manage team leaders/supervisors and drive performance through coaching and scorecards; Improve customer experience outcomes (CSAT, NPS, FCR) while balancing efficiency and cost; Partner with WFM to manage forecasting, scheduling, and capacity planning; Implement QA frameworks, calibration, and root-cause analysis; Oversee onboarding, training, and knowledge management; Produce performance reporting with actionable improvement plans; Support contact centre technology adoption; Ensure compliance with data privacy and governance requirements
Seniority
Senior, hands-on IC with leadership scope
