The Manager Call Centre Operations will be accountable to deliver superior service to all VTL customers by managing inbound/outbound Customer Care through our business partner
Job Summary
The Manager Call Centre Operations will be accountable to deliver superior service to all VTL customers by managing inbound/outbound Customer Care through our business partner.
The Manager needs to meet and exceed business objectives ensuring consistent achievement of all financial, customer and operational KPIs.
Champion continuous improvement, automation, regulatory compliance, and BCP resilience by leading process optimization, digital transformation initiatives, and strict data-privacy adherence.
Matching Summary
The Manager Call Centre Operations will be accountable to deliver superior service to all VTL customers by managing inbound/outbound Customer Care through our business partner.
Skills & Requirements
Must-have
vendor management
SLA management
performance dashboards
data analytics
customer experience excellence
continuous improvement
Nice-to-have
digital transformation initiatives
crisis management capabilities
negotiation and influence
Key Requirements
Bachelor’s Degree in Business, Operations, IT, or related field
Strong vendor management and commercial governance capability
Deep expertise in call center operations
High competence in SLA management
Proficiency in CRM, telephony platforms, WFM systems, QA tools