Operations Manager – Call Center

About the role

We are looking for an Operations Manager to lead the daily activities of our call centre. The role involves overseeing staff, driving performance improvements and ensuring high‑quality service delivery.

Key responsibilities

• Oversee day‑to‑day call centre operations and maintain smooth workflow.
• Manage, coach and mentor call centre agents, including performance reviews.
• Develop and execute strategies to improve key performance metrics.
• Monitor performance data, analyse trends and produce KPI reports.
• Implement and maintain quality‑assurance programmes.
• Handle escalated customer issues and resolve conflicts professionally.

Required profile

• Minimum 2 years of experience in operations management within a call‑centre environment.
• Proven track record of managing and developing teams.
• Strong understanding of call‑centre metrics, KPIs and quality‑assurance standards.
• Excellent communication, analytical and problem‑solving abilities.

Required skills

• Proficiency with the MS Office suite, especially Excel and PowerPoint.