
Call Centre Operations Manager
3 days ago
Job Opportunity
We are seeking a highly skilled Call Centre Manager to oversee a team of BGV call centre executives.
- Lead and motivate the team to achieve exceptional performance and quality results.
- Monitor live and recorded calls to ensure adherence to client-specific and internal standards.
- Ensure timely closure of verification cases while maintaining high levels of accuracy and compliance.
- Provide regular coaching, feedback and performance evaluations to enhance individual and team capabilities.
- Effectively handle escalations and coordinate with internal departments as needed.
- Ensure strict adherence to data privacy, confidentiality and security protocols.
- Deliver training sessions to maintain team proficiency on process updates and compliance requirements.
Requirements
- Bachelor's degree in any field.
- 3-5 years of experience in a call centre environment, preferably in Background Verification (BGV) or the BPO industry.
- Strong communication and interpersonal skills.
- Proficiency in MS Excel and call monitoring tools.
- High attention to detail and ability to manage multiple priorities in a fast-paced setting.
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