Call Center Manager

About the role

The Call Center Manager will lead the Contact Centre team to continuously improve customer service and production, ensuring a superior customer experience. This role supports the Contact Centre Head in maintaining service standards, SOPs, and departmental objectives.

Key responsibilities

• Develop, implement and review inbound and outbound call centre processes.
• Drive customer satisfaction by resolving queries and complaints promptly.
• Maintain high product knowledge across the team to improve call handling, sales and conversion rates.
• Ensure adherence to call centre, underwriting and operational guidelines.
• Set and monitor performance targets for speed, efficiency, sales and quality.
• Manage daily operations, including equipment sourcing, resource planning and staffing.
• Forecast and analyse data against budget on a weekly/monthly basis.
• Oversee complaint management in line with DHA/HADD regulations.
• Support team development through coaching, mentoring and feedback.

Required profile

• Minimum 5 years of experience in a call centre management or similar role, preferably in insurance or financial services.
• Proven ability to lead teams, manage performance and meet KPIs.
• Strong analytical skills for reporting, budgeting and financial analysis.
• Excellent communication, interpersonal and problem‑solving abilities.
• Relevant certification such as Certified Call Center Manager (CCCM) is a plus.

Required skills

• Proficiency with MS Office.
• Experience using call centre equipment and software programs.