Call Center Manager – Omnichannel Operations

About the role

We are looking for an experienced Call Center Manager to lead our omnichannel customer service operations, covering voice, email, live chat, messaging platforms, social media and other digital channels. The role focuses on improving customer satisfaction, operational efficiency and cost control through technology, AI and automation.

Key responsibilities

• Oversee daily omnichannel contact center operations, set service level targets and ensure a consistent customer experience across all channels.
• Lead, coach and develop supervisors, team leaders and agents, establishing performance metrics and implementing training programs.
• Drive customer experience improvements, monitor quality across calls, chats and emails, and reduce repeat contacts and escalations.
• Define and track KPIs such as CSAT, FCR, ASA, AHT, call abandonment and cost per contact, producing regular performance dashboards.
• Forecast interaction volumes, create staffing plans, manage schedules and control operational budgets.
• Leverage CRM, contact‑center platforms, workforce‑management tools and AI solutions to automate workflows and enhance self‑service options.

Required profile

• Bachelor’s degree in Business Administration, Management or related field.
• Minimum 8 years of contact‑center experience, including at least 3 years in a managerial role.
• Proven track record of leading large omnichannel teams and improving KPIs.
• Strong analytical, problem‑solving and stakeholder‑management abilities.

Required skills

• Experience with CRM and contact‑center technology platforms.
• Workforce management and quality‑assurance tools.
• Performance reporting and data‑analysis capabilities.
• Familiarity with AI‑enabled customer service, chatbots and automation.