
Call Centre Manager Lead
2 days ago
Leadership and Team Management:
- Supervise, motivate and coordinate a team of call centre professionals.
- Monitor and evaluate live and recorded calls to ensure quality, accuracy and adherence to defined standards.
- Manage the timely resolution of verification cases while maintaining strict compliance with Turnaround Times.
- Provide ongoing coaching, feedback and performance evaluations to enhance individual and team productivity.
- Effectively handle escalations and collaborate with internal departments (e.g., Quality Assurance, Client Servicing, HR).
- Ensure the maintenance of confidentiality, data security and privacy protocols.
- Deliver training sessions to keep the team informed about process updates and compliance requirements.
Essential Skills and Qualifications:
- Degree in any field.
- 3-5 years of experience in a call centre environment, preferably in Background Verification or the BPO industry.
- Excellent verbal and written communication skills.
- Proficiency in MS Excel and call monitoring tools.
- High attention to detail and ability to manage multiple priorities in a fast-paced environment.
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