CRM Manager

The Call Center Manager is responsible for leading, developing, and controlling call center operations to ensure high-quality customer interactions, operational efficiency, and alignment with the company’s Customer Experience strategy. This role acts as the key interface between customers, the Customer Experience department, internal stakeholders, and the outsourced call center vendor, with full ownership of performance, quality, processes, and reporting.

Responsibilities:

·        Plan, manage, and oversee daily call center operations

·        Define, monitor, and improve Call Center KPIs (AHT, SLA, FCR, CSAT, Quality Score, etc.)

·        Manage and evaluate outsourced call center performance and SLA compliance

·        Design, implement, and optimize call center workflows and escalation processes

·        Analyze call drivers and customer feedback to reduce repeat contacts

·        Collaborate closely with internal departments (Stores, Finance, Supply Chain, IT, etc.)

·        Lead quality monitoring, coaching, and continuous improvement initiatives

·        Support IVR design and customer journey optimization across contact channels

·        Prepare periodic operational and management performance reports

Requirements: 

•          Strong knowledge of Call Center operations and KPIs
•        Experience with CRM and Call Center platforms
•         Vendor and SLA management experience
•         Strong analytical and reporting skills
•         Leadership and team management capabilities
•         Strong communication and problem-solving skills
•         Ability to work under pressure and make data-driven decisions
•        Process-oriented mindset with a continuous improvement approach 

     Experience:

•         Minimum 5 years of relevant experience in Call Center and Customer Service operations
•         At least 2 years in a managerial or supervisory role
•         Background in Customer Experience is a strong advantage
•         Working proficiency in English (reports, systems, and tools)