Call Centre Manager

High School degree or equivalentExperience working in a call centre or customer-support environment Excellent communications skills (both written and verbal) Proficiency in problem-solving Ability to multitask and manage time effectively A valid drivers license with own reliable vehicle (essential)Duties and responsibilities: Recruit, train, and supervise call centre staff. Develop performance goals and objectives for the team Conduct regular monthly performance evaluations and provide feedback Foster a positive and motivating work environment by having monthly anonymous surveys with staff assisted by HR Oversee day-to-day call centre operations, ensuring efficiency and productivity Develop and implement call centre policies and procedures Monitor call metrics and KPIs (e.g., call volume, response time, customer satisfaction) Ensure compliance with all relevant regulations and standards Communicate daily with the Senior managers / Business Sales Consultant / Client Supervisor regarding operational and staffing requirements, ensuring effective relay to Operations Consultants for staff placement Provide relevant written feedback to clients related to operational matters monthly Ensure consistency between clients and our company regarding disciplinary processes. Provide information to potential new clients about service offerings and refer to the relevant Senior managers / Business Sales Consultant / Client Supervisor for further engagement and proposal presentation