The Contact Centre Manager is responsible for leading and managing both inbound customer service operations and outbound telemarketing functions. This role ensures service excellence, drives sales performance, and enhances customer experience while maintaining operational efficiency and team engagement. Key Responsibilities: 1. Team Leadership & People Management Lead, coach, and develop Team Leader, Customer Service Representatives, and Telemarketers to achieve high performance and engagement Set clear performance expectations and KPIs aligned with business goals and customer outcomes Conduct regular performance reviews, coaching sessions, and team huddles, using data-driven insights to improve individual and team effectiveness Foster a positive, accountable, and customer-focused team culture that promotes retention and continuous development
2. Customer Service Operations Oversee daily inbound operations to consistently meet or exceed service level targets (e.g., SLA, Abandon Rate...