Contact Center Operations Manager

About the role

The Contact Center Operations Manager leads a team of Customer Service Representatives (CSRs) delivering 24/7 support to bank customers. This role ensures service levels are met, operational controls are maintained, and continuous improvement initiatives are implemented.

Key responsibilities

• Organise and supervise assigned teams to ensure efficient execution of activities in line with procedures and policies.
• Provide on‑the‑job training, coaching, and constructive feedback to develop team members.
• Monitor financial performance against budgets and report variances to management.
• Implement and uphold policies, systems, and procedures to meet legislative and quality standards.
• Identify and drive continuous improvement opportunities for productivity and cost reduction.
• Prepare accurate sectional statements and reports to meet bank and department requirements.
• Maintain service level agreements (SLAs) and monitor key performance metrics such as occupancy, call duration, and wrap‑up time.
• Handle escalated customer complaints and ensure timely resolution.
• Supervise rotating morning and evening shifts, ensuring 24/7 coverage throughout the year.

Required profile

• Proven experience supervising contact‑center or customer‑service teams.
• Strong understanding of SLA management and call‑center performance metrics.
• Ability to monitor budgets, prepare reports, and communicate variances.
• Experience conducting quality evaluations and delivering coaching.
• Excellent problem‑solving skills for handling escalated issues.
• Commitment to promoting organisational values and ethics.

Required skills