Manager, Contact Center Operations

About the role

The Manager, Contact Center Operations leads a team of Customer Service Representatives delivering 24/7 support for bank customers. This role ensures service levels are met, operational controls are maintained, and the centre operates in line with the bank’s policies, values and regulatory requirements.

Key responsibilities

• Organise, supervise and coach a multi‑shift team of CSR agents, ensuring adherence to SLA targets and quality standards.
• Provide on‑the‑job training, performance feedback and career development opportunities for team members.
• Monitor financial performance against budgets, report variances and contribute to cost‑effective service delivery.
• Implement and update policies, procedures and systems to meet legislative and operational requirements.
• Drive continuous improvement initiatives, identify productivity gains and support sustainability of processes.
• Prepare accurate daily, weekly and monthly reports for management and compliance purposes.
• Handle escalated customer complaints and complex issues, ensuring timely resolution.
• Maintain operational controls, occupancy rates, call handling metrics and ensure 365‑day centre availability.

Required profile

• Proven experience supervising contact‑center teams in a banking or financial services environment.
• Strong understanding of SLA management, quality monitoring and performance analytics.
• Ability to manage budgets, produce reports and communicate variances to senior management.
• Excellent knowledge of banking policies, regulatory compliance and internal controls.
• Effective coaching, mentoring and conflict‑resolution skills.

Required skills