Call Center Manager – Lead Team & Drive Service Excellence

About the role

We are seeking an experienced and proactive Call Center Manager to oversee daily operations, ensure high‑quality customer service, and support the continuous growth of our business. The role combines leadership, performance analysis, and cross‑department collaboration.

Key responsibilities

• Organize and supervise day‑to‑day call centre activities.
• Lead, motivate and develop a team of operators.
• Monitor call quality and overall customer service standards.
• Plan employee schedules and manage shift rotations.
• Handle customer complaints and non‑standard situations.
• Analyze call, order and sales performance metrics.
• Identify and implement process improvements.
• Conduct training sessions and team meetings to raise service quality.
• Collaborate effectively with all company departments.

Required profile

• Higher education qualification.
• Minimum 2 years of experience in a managerial position.
• Experience in customer service, call centre operations or the HoReCa sector is preferred.
• Strong leadership, communication and team‑management abilities.
• Analytical thinking with the capacity to solve problems quickly and effectively.

Required skills

• Good knowledge of CRM systems.
• Proficiency with Trio Soft.
• Strong computer literacy.

What we offer

• Work location: 1/1 Kirk Kerkorian Street.
• Lunch provided by the company.
• Paid day off on your birthday.