Call Centre Manager

Description:

Job Summary:

The Support Call Centre Manager is responsible for overseeing the day-to-day operations of the customer support department. This role ensures that customers receive excellent service and that the support team functions efficiently. The manager will lead a team of support agents, implement customer service strategies, handle escalations, and work closely with technical and operational departments to improve service delivery and customer satisfaction.

Key Responsibilities:

1. Team Management

• Lead, motivate, and support a team of customer support agents.
• Manage schedules, performance evaluations, and training programs.
• Create a positive, high-performance team environment. 2. Customer Experience
  
  • Monitor customer interactions to ensure high service standards.
  • Handle complex customer escalations and complaints.
  • Ensure fast, efficient resolution of issues and requests.3. Operational Efficiency
    
    • Develop and implement support workflows and standard operating procedures (SOPs).
    • Monitor KPIs such as response time, resolution time, and customer satisfaction scores.
    • Optimize staffing and shift coverage to meet demand.4. System and Process Improvement
      
      • Utilize helpdesk and call centre software to streamline support operations.
      • Identify and implement improvements to increase efficiency and reduce repetitive issues.
      • Work with technical teams to relay customer pain points and recommend solutions.5. Reporting and Analytics
        
        • Produce regular reports on team performance and customer satisfaction.
        • Analyze trends and adjust strategies accordingly.
        • Track call volumes and service trends to plan for future growth.6. Collaboration
          
          • Act as a liaison between the support team and other departments including sales, billing, and engineering.
          • Participate in planning meetings to ensure customer-centric policies and improvements.
          • Contribute to company-wide initiatives focused on customer retention and loyalty.7. Training and Development
            
            • Ensure agents are well-trained in product knowledge, communication skills, and troubleshooting.
            • Roll out training for new tools, processes, and product offerings.
            • Support career development within the team. Requirements:
              
              • Minimum 3 years of experience managing a support or call centre team, preferably in an ISP or tech-related environment.
              • Strong interpersonal and leadership skills.
              • Experience with customer service software (e.g., Freshdesk, Zendesk, or similar).
              • Proven ability to analyze data, generate insights, and take action.
              • Fluent in Portuguese and English (written and spoken).
              • Ability to thrive in a fast-paced and evolving environment.
              • Customer-first mindset an