Head Of Call Center Operations

Job DescriptionThe Head of Call Center Operations is responsible for overseeing the overall performance, strategy, and daily operations of the call center(Inbound and Outbound) , Customer Success , Quality and Training Teams. This role ensures high levels of customer satisfaction, operational efficiency, and team productivity while meeting company objectives. The position leads supervisors, quality teams, and agents to deliver exceptional customer service and achieve performance targets.Key Responsibilities Operations ManagementManage and oversee the daily operations of the call center.Ensure smooth handling of inbound and outbound calls.Develop and implement operational strategies to improve service quality and efficiency.Monitor key performance indicators (KPIs) such as service level, average handling time, abandonment rate, and customer satisfaction. Team LeadershipLead, mentor, and develop call center managers, supervisors, and agents.Build a high-performance culture focused on customer satisfaction and operational excellence.Conduct regular performance evaluations and coaching sessions. Quality & Performance ManagementEnsure adherence to quality assurance standards.Analyze call center data and generate performance reports.Identify improvement areas and implement corrective actions. Customer ExperienceDevelop strategies to improve customer satisfaction and retention.Handle escalated customer issues and ensure timely resolution.Ensure the team maintains professional communication standards. Workforce & Resource PlanningManage workforce planning, scheduling, and staffing levels.Ensure adequate coverage to meet service level agreements (SLAs).Coordinate with HR for recruitment, training, and development of call center staff. Process ImprovementIdentify operational gaps and implement process improvements.Introduce new technologies and systems to enhance call center efficiency.Ensure compliance with company policies and regulatory requirements. Reporting & StrategyPrepare regular reports on call center performance.Provide strategic recommendations to senior management.Participate in company planning and operational strategy discussions.QualificationsBachelor’s degree in Business Administration, Management, or related field.Experience7-10 years of experience in call center or customer service operations.Minimum 3–5 years in a leadership or managerial role.Experience in telecom industry or FMCGs is a must.Interested candidates can apply on : monica.wassim@coaholding.com