Call Centre Manager

About the Role

The Call Centre Manager will work closely with internal teams to ensure seamless delivery and provide clear, professional updates and recommendations to clients. This is a fully remote role, offering the flexibility to work from anywhere with international teams. With Huzzle's support, you will have the opportunity to connect with high-performing professionals and grow your career in the digital marketing, paid media, and tech industries.

Huzzle's clients include startups, digital agencies, and tech platforms in industries like SaaS, MarTech, FinTech, and EdTech. As a Call Centre Manager, you will have the opportunity to work with a diverse range of clients and contribute to the growth and success of these companies.

What You Will Do

• Monitor, collect, and interpret call center KPIs, including conversion rates, AHT, QA scores, and other performance metrics
• Analyze performance trends, identify gaps, and recommend improvements to optimize call center operations
• Support strategic planning aligned with client goals and objectives
• Assist in workforce planning, scheduling, and headcount optimization to ensure efficient call center operations
• Implement quality assurance and operational best practices to ensure high-quality client experiences
• Lead onboarding processes to ensure smooth client transitions and set up CRM systems, dialers, and workflows for new clients
• Serve as the primary point of contact for client queries and provide clear, professional updates and recommendations
• Collaborate with internal teams to ensure seamless delivery and maintain accurate and organized client documentation
• Deliver a consistent, high-quality client experience and identify opportunities for growth and improvement

What We Are Looking For

• Proven experience in call center operations, BPO management, or workforce management
• Background in client success, account management, or customer support roles
• Hands-on experience working with performance metrics and operational data
• Advanced Microsoft Excel skills, including pivot tables, reporting, and trend analysis
• Strong verbal and written English skills, with the ability to communicate effectively with clients and internal teams
• Ability to manage multiple clients and workflows simultaneously and prioritize tasks effectively
• Analytical thinker with a proactive, solution-oriented mindset
• Ability to work in a fast-paced environment and adapt to changing priorities

Nice to Have

• Experience working with CRM systems, dialers, and other call center software
• Knowledge of data analytics and performance metrics, with the ability to analyze and interpret complex data sets
• Certification in call center management or a related field

Benefits and Perks

• Fully remote work arrangement, with the flexibility to work from anywhere with international teams
• Opportunity to connect with high-performing professionals and grow your career in the digital marketing, paid media, and tech industries
• Access to ongoing support and guidance from Huzzle before and after placement
• Tailored compensation and benefits package, with salaries varying by client and candidate preference
• Opportunity to work with a diverse range of clients and contribute to the growth and success of these companies
• Professional development and growth opportunities, with the ability to expand your skills and knowledge in call center management and data analytics

• When applying for this role, be sure to highlight your experience working with performance metrics and operational data, as well as your ability to analyze and interpret complex data sets.
• To stand out as a candidate, demonstrate your knowledge of data analytics and performance metrics, and provide examples of how you have used data to drive improvements in call center operations.
• Be prepared to discuss your experience working with CRM systems, dialers, and other call center software, and explain how you have used these tools to optimize call center operations.
• Emphasize your ability to communicate effectively with clients and internal teams, and provide examples of how you have delivered high-quality client experiences in previous roles.
• When negotiating salary, be sure to research the market rate for call center managers and highlight your unique skills and experience to demonstrate your value as a candidate.
• Be aware of red flags such as unclear expectations, lack of support, or unrealistic goals, and be prepared to ask questions during the interview process to ensure this is the right role for you.