Aifa Consulting

Call Center Manager

Aifa Consulting  •  Federal Capital Territory, NG (Onsite)  •  5 months ago
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Job Description


Position Overview


The Call Center Manager is responsible for the strategic oversight and operational performance of the call center team. This role ensures that the call center delivers exceptional customer service, meets performance benchmarks, and operates efficiently. The manager leads supervisors and agents, develops policies, manages budgets, and implements process improvements to enhance both the customer and employee experience. This position is critical in aligning daily operations with broader business objectives and customer satisfaction goals.


Key Responsibilities


  • Lead, coach, and develop a team of supervisors and agents to maintain high performance and morale.

  • Oversee the daily operations of the call center, including workforce planning, resource allocation, and service delivery.
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  • Monitor KPIs such as call volume, service levels, first-call resolution, customer satisfaction, and agent productivity.

  • Analyze operational reports to identify trends and recommend improvements in processes, training, and technology.

  • Collaborate with senior leadership to align call center strategies with business goals.

  • Handle high-level customer escalations and ensure resolution policies are followed effectively.

  • Develop and manage the call center’s budget, ensuring optimal use of resources and cost efficiency.

  • Partner with HR and training departments to recruit, onboard, and retain talent.

  • Ensure compliance with regulatory standards and internal quality assurance practices.

  • Champion a culture of continuous improvement and customer-centric service delivery.

Key Skills

  • Strong analytical, organizational, and decision-making capabilities.

  • Proven leadership and team-building skills with experience managing large teams.

  • Excellent communication and interpersonal skills at all levels.

  • In-depth knowledge of call center operations, metrics, and technologies.

  • Ability to develop and implement strategic plans and measure performance outcomes.

  • High emotional intelligence and conflict resolution skills.


Requirements


Required Qualifications & Experience


  • Bachelor's degree in Business Administration, Communications, or a related field (Master’s degree is an advantage).

  • Professional certifications in Customer Service Management, Contact Center Operations, or Workforce Planning.

  • Advanced proficiency in CRM platforms and workforce management tools (e.g., NICE, Zendesk, Salesforce, Talkdesk).

  • Strong command of data analysis tools (e.g., Excel, dashboards, or BI tools.

  • Minimum of 5–7 years of experience in a call center or customer service environment.

  • At least 3–4 years in a management or senior supervisory role overseeing teams and operations.

  • Track record of driving operational excellence, improving customer satisfaction, and leading high-performing teams.

  • Experience in budget management, cross-departmental collaboration, and implementing change management initiatives.


Benefits


What We Offer


  • A dynamic and purpose-driven work environment.

  • Opportunity to contribute directly to strategic outcomes.

  • Professional development and growth within a forward-thinking organisation.

  • Competitive salary package and benefits.
Aifa Consulting

About Aifa Consulting

Aifa Consulting is a people and strategy consulting firm that specialises in supporting emerging companies and evolving businesses to navigate foundational and complex transitions such as people analytics integration, technological and generational shifts, cultural transformations, and organisational restructuring.

With a firm belief in the power of human capital as an investment for forward-looking organisations, Aifa Consulting offers a comprehensive range of services, including ISO 30414 Training & Conformity Assessment, OKR Training & Implementation, Coaching & Leadership Development, Employer Branding, Organisational Design & Restructuring, and Change Management.

Vision

To become a globally recognised partner in people and strategy consulting, renowned for delivering transformative strategies that empower emerging companies and evolving businesses to achieve unprecedented growth, innovation, and sustainable success.

Mission

To transform potential into performance by fostering collaborative, high-performance environments where the fundamental alignment of people and strategy drives exceptional outcomes, ensuring every organisation we partner with is equipped to thrive in a dynamic global landscape.

Industry
Consulting & Advisory
Company Size
1-10 employees
Headquarters
Unknown
Year Founded
Unknown
Website
aifaconsulting.co
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