About the role

The Call Centre Manager job description for BURN involves a broad range of responsibilities aimed at elevating Call Centre services to a world-class standard.

This role not only involves managing the operational aspects of a call centre but also includes a significant focus on strategic planning, performance measurement, and cross-functional collaboration, particularly with the Carbon department and new market development.

Duties and Responsibilities

Strategic leadership & Customer Experience Vision.

• Contribute to the development of a customer experience strategy that supports business objectives.
• Analyse 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 the process.
• Propose and implement process improvements to enhance the customer experience and reduce churn.
• Collaborate with teams such as the business intelligence, marketing and IT to integrate customer experience and best practices into business processes.
• Utilise tools such as CRM systems, customer surveys and social media analytics to gather relevant data on customer behaviour and satisfaction.

KPI Tracking and Trend Analysis.

• Monitor Key performance indicators (KPIs) like CSAT, NPS and customer churn, while analysing trends and patterns in customer behaviour 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 prioritise 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 Optimisation.

• Collaborate with relevant teams, focusing on cost-effective ways to enhance customer touch points without compromising service quality.
• Analyse all Customer Experience costs and identify opportunities for reducing costs at various touch points (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

Skills and Experience

• Bachelor’s Degree in Business Management, Customer Care Management, Marketing, or similar.
• 5 years of experience in a fast-paced contact centre or in customer service management.
• Proficiency in data analysis tolls Microsoft Applications.
• 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 PAYGO/ BPO Industry
• Knowledge of customer experience management methodologies.

• Contribute to the development of a customer experience strategy that supports business objectives.
• Analyse 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.
• Work with cross-functional teams to map customer journeys and identify inefficiencies or gaps in the process.
• Propose and implement process improvements to enhance the customer experience and reduce churn.
• Collaborate with teams such as the business intelligence, marketing and IT to integrate customer experience and best practices into business processes.
• Utilise tools such as CRM systems, customer surveys and social media analytics to gather relevant data on customer behaviour and satisfaction.
• Monitor Key performance indicators (KPIs) like CSAT, NPS and customer churn, while analysing trends and patterns in customer behaviour 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 prioritise 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.
• Collaborate with relevant teams, focusing on cost-effective ways to enhance customer touch points without compromising service quality.
• Analyse all Customer Experience costs and identify opportunities for reducing costs at various touch points (e.g., through automation or process improvements)
• Developing and monitoring annual budget analysis.
• 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

• Proficiency in data analysis tolls Microsoft Applications.
• 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.
• Knowledge of customer experience management methodologies.

• Bachelor’s Degree in Business Management, Customer Care Management, Marketing, or similar.
• 5 years of experience in a fast-paced contact centre or in customer service management.
• Experience in the PAYGO/ BPO Industry