Manager Call Centre Operations

Job Description

Role Purpose and Key Responsibilities

Role purpose:

• The Manager Call Centre Operations will be accountable to deliver superior service to all VTL customers. This will include managing the inbound/outbound Customer Care for the specific segments and channels including Social Media through our business partner.
• The Manager will lead and manage the business partner/supplier to deliver quality service as per set targets and standards. Manage and control the resources including headcount/working hours in relation to performance and approved budget
• The Manager Serves customers by planning and implementing call center strategies and operations; improving systems and processes; and ensuring expert resolution provision at all times.
• The Manager needs to meet and exceed business objectives ensuring consistent achievement of all financial, customer and operational KPIs.

Key accountabilities and decision ownership;

• Lead end‑to‑end governance of all outsourced customer‑service vendors, ensuring full SLA/KPI compliance, high performance standards, and timely execution of corrective action plans.
• Oversee operational stability across all partner sites through real‑time performance control, incident management, standardized processes, and readiness for major launches and campaigns.
• Drive customer‑experience excellence by eliminating root causes, strengthening quality frameworks, and consistently improving NPS, complaint ratios, and repeat‑call performance.
• Manage commercial and contractual obligations for outsourced operations, including budgeting, capacity planning, billing verification, and enforcement of performance‑based agreements.
• Champion continuous improvement, automation, regulatory compliance, and BCP resilience by leading process optimization, digital transformation initiatives, and strict data‑privacy adherence.

Qualification, Competencies, Knowledge and Experience

• Bachelor’s Degree in Business, Operations, IT, or related field
• Strong vendor management and commercial governance capability.
• Deep expertise in call center operations within large scale outsourced environments.
• High competence in SLA management, performance dashboards, and data analytics.
• Excellent communication, negotiation, and influence across senior external stakeholders.
• Strong leadership, decision making, and crisis management capabilities.
• Proficiency in CRM, telephony platforms, WFM systems, QA tools, and performance analytics.