Job Summary:
We are seeking an experienced and highly motivated Call Center Manager to lead and optimize our call center operations. The ideal candidate will have a proven background in managing large teams (10+ members) and will now oversee a dynamic team of 8 agents at Melodica. The manager will ensure smooth daily operations, high customer satisfaction, and effective team performance.

Key Responsibilities:

• Supervise and manage a team of 8+ call center agents, ensuring efficient performance and motivation.
• Bring experience managing large teams and apply those best practices to Melodica’s evolving call center.
• Monitor call metrics (inbound/outbound volumes, conversion rates, handling time, etc.) and generate performance reports.
• Set daily and weekly targets and ensure they are consistently achieved.
• Provide coaching, feedback, and performance evaluations for team members.
• Work closely with Sales, Marketing, and Operations teams to align call center goals with company objectives.
• Handle escalated customer complaints with professionalism and resolution-oriented strategies.
• Drive continuous improvement in customer service quality, lead conversion, and productivity.
• Oversee scheduling, shift planning, and workforce management.
• Implement CRM and telephony tools effectively for better customer interactions.

Requirements:

• Bachelor’s degree in Business, Management, or a related field.
• Minimum 5 years of experience in call center management, including leadership of teams larger than 10 people.
• Excellent leadership and people management skills.
• Strong knowledge of KPIs, CRM systems, and call center technologies.
• Exceptional communication, problem-solving, and multitasking abilities.
• Experience in customer service and sales-driven environments is a must.

Job Type: Full-time