Position Objective The Senior Contact Centre Manager is responsible for leading the daytoday operations of the Contact Centre by supervising a team of Team Leaders (TLs) to ensure service excellence, operational efficiency, and a positive customer experience. The role drives team performance fosters an engaging work environment, and develops staff to deliver consistent and highquality customer service. Key Roles & Responsibilities 1. Performance Management & KPI Delivery Drive overall Contact Centre performance, ensuring key service metrics meet or exceed established targets. Track daily, weekly, and monthly KPIs for both team and individual performance. Monitor realtime Service Levels and Abandonment Rates, taking proactive actions to maintain performance stability. Identify recurring customer issues and escalate appropriately for process improvement and rootcause resolution. 2. Quality Assurance & People Development Ensure Team Leaders conduct regular weekly call evaluations and coaching for all frontline agents. Identify skills gaps and training needs using structured assessments. Implement corrective, refresher, or reinforcement training to improve competency and service quality. 3. Staff Engagement, Productivity & Retention Motivate and support staff to maximize productivity while managing attrition and operational costs. Implement incentive and recognition programs to reinforce desired behaviours and drive performance. Provide positive feedback, guidance, and coaching to sustain an engaged and resilient team culture. 4. Stakeholder Management & Operational Support Maintain effective Service Level agreements and communication with internal stakeholders. Resolve and document customer and agent issues in line with established procedures. Collaborate with crossfunctional departments on customer service matters and improvement initiatives. Ensure expenses are managed within budget. Adhere to organizational policies, procedures, and compliance requirements. Work closely with vendors (e.g., telephony systems providers) to support operational needs. Minimum Job Requirements Bachelor's degree in any field (minimum requirement). Diploma holders may be considered with significant relevant experience. Minimum 5 years of experience in a Contact Centre environment. At least 2 years in a supervisory or managerial role overseeing Team Leaders and/or agents. Prior experience in the Financial Services or Insurance industry is highly preferred. Familiarity with financial regulations, compliance requirements, and industry standards. Strong leadership and peoplemanagement skills. Excellent communication and interpersonal abilities. Good analytical and problemsolving capabilities. Solid understanding of Contact Centre productivity and quality frameworks. Ability to motivate, guide, and develop teams in a fastpaced, highvolume environment.