Senior Call Centre Manager

Operational ManagementLead the daily operations of the call centre, implementing strategic initiatives to enhance performance and call qualitySet, monitor, and achieve key performance targets for speed, efficiency, sales, and quality standardsEnsure optimal staffing levels and shift patterns to meet call volume demandsMaintain comprehensive knowledge of industry trends and best practices to drive continuous improvementTeam Leadership & DevelopmentOversee recruitment, onboarding, and ongoing development of call center staff in collaboration with HRProvide leadership and direction to team leaders and agents through coaching, mentoring, and performance managementDesign and implement training programs covering product knowledge, customer service skills, and operational proceduresCreate and manage incentive programs to drive motivation and retentionCustomer ExperienceEnsure agents are equipped with the necessary knowledge and skills to resolve customer inquiries effectivelyHandle escalated customer issues requiring senior interventionMaintain high standards of customer service across all interactionsOversee outbound sales initiatives and student engagement strategiesTraining & DevelopmentDevelop comprehensive onboarding programs for new hiresCreate development plans for existing staff to support career progressionEnsure team stays current with product updates and promotional offerings