Job Description
About the role
The Call Centre Manager job description for BURN involves a broad range of responsibilities aimed at elevating Call Centre services to a world-class standard.
This role not only involves managing the operational aspects of a call centre but also includes a significant focus on strategic planning, performance measurement, and cross-functional collaboration, particularly with the Carbon department and new market development.
Duties and Responsibilities
+ Strategic leadership & Customer Experience Vision.
+ Contribute to the development of a customer experience strategy that supports business objectives.
+ Analyse Customer interactions, feedback and data across various touchpoints to identify pain points and opportunities for improvement.
+ Monitor customer experience metrics (NPS, CSAT, CES) and trends to provide actionable insights to leadership.
+ Operational excellence & p...
The Call Centre Manager job description for BURN involves a broad range of responsibilities aimed at elevating Call Centre services to a world-class standard.
This role not only involves managing the operational aspects of a call centre but also includes a significant focus on strategic planning, performance measurement, and cross-functional collaboration, particularly with the Carbon department and new market development.
Duties and Responsibilities
+ Strategic leadership & Customer Experience Vision.
+ Contribute to the development of a customer experience strategy that supports business objectives.
+ Analyse Customer interactions, feedback and data across various touchpoints to identify pain points and opportunities for improvement.
+ Monitor customer experience metrics (NPS, CSAT, CES) and trends to provide actionable insights to leadership.
+ Operational excellence & p...