HEAD OF CALL CENTRE @ BOL HR CONSULTANTS
BOL HR CONSULTANTS is currently seeking a highly skilled and experienced professional to serve as the Head of Call Centre. This leadership position is responsible for overseeing all aspects of our call centre operations, ensuring the delivery of high-quality service, and managing daily performance metrics to meet organizational KPIs. The successful candidate will play a pivotal role in refining our customer engagement strategies and optimizing operational workflows to improve efficiency and customer satisfaction.
In this role, you will be expected to lead, mentor, and develop diverse teams while fostering a culture of excellence and accountability. You will handle client relationship management, oversee workforce planning to ensure optimal staffing levels, and champion the implementation of new call centre technologies to stay ahead of industry trends. This is a strategic role that requires a vision for long-term growth and a commitment to maintaining the high standards of the company.
In this role, you will be expected to lead, mentor, and develop diverse teams while fostering a culture of excellence and accountability. You will handle client relationship management, oversee workforce planning to ensure optimal staffing levels, and champion the implementation of new call centre technologies to stay ahead of industry trends. This is a strategic role that requires a vision for long-term growth and a commitment to maintaining the high standards of the company.
Key Requirements
Bachelor's degree in Business Administration, Management, Customer Service, Marketing, Communications, or related field.
Master's degree is a plus.
7-10 years experience in a Call Centre or Customer Service environment.
At least 3-5 years in a senior management role.
Strong leadership and team development skills.
Excellent verbal and written communication skills in English.
Proven ability to manage and improve operational KPIs.
Proficiency in workforce planning and scheduling software.
Experience in vendor or client relationship management.
Strategic mindset with the ability to integrate new call centre technologies.