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 successful candidate will provide strong leadership, develop service strategies, improve operational efficiency, and ensure a high level of customer satisfaction.

Key responsibilities

• Lead and manage a team of call centre representatives, ensuring exceptional service.
• Develop and implement strategies to improve customer satisfaction, loyalty, and Net Promoter Score (NPS).
• Oversee call centre operations, including 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 for representatives.
• Recruit, hire, and onboard new call centre staff.
• Manage call centre budget and resources effectively.
• Collaborate with Marketing, Sales, and Technical Support for seamless customer experience.
• Develop contingency plans to maintain operations during disruptions.

Required profile

• Bachelor’s degree is 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, interpersonal, and problem‑solving skills.
• Ability to work under pressure and manage multiple priorities.

Required skills

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