Senior Customer Care Manager

About the role

We are seeking a motivated and experienced Senior Customer Care Manager to lead our customer care operations and drive excellence in customer experience. The role involves overseeing a call centre, developing strategies to improve satisfaction and efficiency, and collaborating with cross‑functional teams.

Key responsibilities

• Lead and manage a team of call centre representatives, ensuring delivery of exceptional service that meets or exceeds company standards.
• Develop and implement strategies to improve customer satisfaction, loyalty, and Net Promoter Score (NPS).
• Oversee call centre operations, including call routing, handling procedures, quality control, and performance metrics.
• Analyze call centre data to identify trends, improvement opportunities, and cost‑optimization areas.
• Design and deliver training programs to equip representatives with the knowledge and skills to resolve inquiries effectively.
• Recruit, hire, and onboard new call centre staff while managing the budget and resources.
• Collaborate with Marketing, Sales, and Technical Support to ensure a seamless customer experience.
• Develop contingency plans to maintain operations during disruptions.

Required profile

• Bachelor’s degree (required).
• Minimum 5 years of experience in a call centre leadership role, preferably in telecommunications.
• Proven track record of improving customer satisfaction and call centre efficiency.
• Strong leadership, coaching, communication and problem‑solving abilities.
• Ability to work effectively under pressure and manage multiple priorities.

Required skills

• Proficiency with Microsoft Office Suite.
• Experience using call centre management software.