Call Center Manager - Madagascar

About the role
The Call Center Manager plays a pivotal role in transforming the customer journey by driving customer-focused initiatives, analyzing data and refining processes for exceptional results.  
They will be responsible for the day-to-day operations of our busy call center, managing a team of agents, monitoring performance, implementing training programs and ensuring adherence to service level agreements.
We are seeking a results-oriented leader with a proven track record of optimizing call center performance and enhancing customer satisfaction, working closely with cross-functional teams to optimize operations and align customer experience initiatives with our business goals, ensuring customer satisfaction across all touchpoints.

Duties and Responsibilities

• Strategic Leadership & Customer Experience Vision
  • Contribute to the development of a customer experience strategy that supports business objectives.
  • Analyze customer interactions, feedback and data across various touchpoints to identify pain points and opportunities for improvement.
  • Monitor customer experience metrics (NPS, CSAT, CES) and trends to provide actionable insights to leadership.

 

• Operational Excellence & Process Improvement:
  • Work with cross-functional teams to map customer journeys and identify inefficiencies or gaps in processes.
  • Propose and implement process improvements to enhance the customer experience and reduce churn.
  • Collaborate with teams such as Business Intelligence (BI), marketing and IT to integrate customer experience and best practices into business processes.
  • Utilize tools such as CRM systems, customer surveys and social media analytics to gather relevant data on customer behavior and satisfaction.

 

• KPI Tracking &Trend Analysis:
  • Monitor key performance indicators (KPIs) like CSAT, NPS and customer churn, while analyzing trends and patterns in customer behavior and preferences.
  • Create reports, dashboards and presentations to communicate these findings to stakeholders, supporting business decisions with clear, data-driven insights on customer experience.
  • Manage customer experience improvement projects from start to finish, ensuring timely execution and successful goal delivery.
  • Collaborate with teams to prioritize and implement changes based on customer feedback and data analysis, while ensuring all initiatives are properly tracked and documented.
  • Oversee and manage Team Leads (TLs) and Quality Assurance (QA) personnel, ensuring alignment with performance goals and service standards.

 

• Cost Optimization:
  • Collaborate with relevant teams focusing on cost-effective ways to enhance customer touchpoints without compromising service quality.
  • Analyze all Customer Experience cost and Identify opportunities for reducing costs at various touchpoints (e.g., through automation or process improvements.
  • Developing and monitoring annual Budget analysis

 

• Stakeholder Collaboration & Vendor Management:
  • Collaborate with sales, marketing, Business Intelligence and product development teams to align customer experience strategies, while acting as the liaison between business stakeholders and technical teams to ensure solutions are feasible and support business objectives.
  • Collaborate with external vendors or partners to ensure outsourced services meet customer experience standards, while evaluating performance and addressing any issues affecting customer satisfaction.

Skills and Experience

• Bachelor's degree in data science, statistics, business analytics, or a related field.
• 2+ years of experience in a fast-paced contact centre or in customer service management.
• Proficiency in data analysis tools (e.g., SQL, Python, R, Tableau, Power BI).
• Strong analytical skills and ability to interpret complex data sets.
• Excellent communication and presentation skills.
• Knowledge of customer experience metrics and best practices.
• Experience working with CRM systems and customer data.
• Knowledge in Accounting will be an added advantage.
• Experience in the Pay go/ BPO industry.
• Knowledge of customer experience management methodologies.

                                                 Qualified Female Candidates encouraged to Apply

BURN does not charge a fee at any stage of the recruitment process (application, interview, meeting, processing, training, or any other fees).