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Call Centre Manager
GenKaz Placements is seeking a Call Centre Manager to oversee daily operations and deliver exceptional customer service while enhancing team performance. This role involves coaching frontline staff, optimizing operational efficiency, and aligning call centre metrics with the company's growth strategies.
Job Context
The Call Centre Manager directs daily operations to deliver exceptional customer service while driving team performance. This role focuses on coaching frontline staff, optimizing operational efficiency, and aligning call centre metrics with the company's overall growth strategies.
Responsibilities
Guide, motivate, and develop team leaders and agents to maximize productivity and career growth.
Monitor call quality, track key performance indicators, and implement strategic adjustments to improve customer satisfaction.
Manage daily workflows, resolve complex customer escalations, and introduce process improvements focused on efficiency.
Analyze operational data to generate performance reports and inform recruitment and training needs.
Candidate Profile
Education: Bachelor's degree in Business Administration, Human Resources, Communication, or a related field.
Experience: 2 to 4 years of proven experience in a call centre environment (direct supervisory or management roles).
High proficiency in CRM platforms, modern communication software, and data analysis tools.
Required skills: Exceptional leadership abilities, strong conflict resolution skills, and a clear, professional communication style.
To succeed in this role, the ideal candidate should be:
An empathetic leader: who genuinely connects with agents to boost morale, reduce turnover, and foster a supportive, high-performance culture.
A data-driven problem solver: who uses operational metrics to identify bottlenecks and quickly implements calm, logical solutions under pressure.
An agile communicator: who translates complex business strategies into simple, actionable daily goals for frontline agents.
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CALL CENTRE MANAGER
GenKaz Placements Management & Business Development
Entry level Experience Length:
Uganda
Job descriptions & requirements Job Summary The Call Centre Manager leads daily operations to deliver exceptional customer service while driving team performance. This role focuses on coaching frontline staff, optimizing operational efficiency, and aligning call center metrics with overall business growth strategies.
Education: Bachelor’s degree in Business Administration, Human Resources, Communications, or a related field. Experience: 2 to 4 years of proven experience in a call center environment (direct supervisory or managerial roles). High proficiency in CRM platforms, modern communication software, and data analytics tools.
Exceptional leadership abilities, strong conflict-resolution skills, and a clear, professional communication style. To succeed in this role, the ideal candidate must be: An empathetic Leader: Connects genuinely with agents to build morale, reduce turnover, and foster a supportive, high-performance culture. A Data-Minded Problem Solver: Uses operational metrics to spot bottlenecks and quickly implements calm, logical solutions under pressure. An agile Communicator: Translates complex corporate strategies into simple, actionable daily goals for frontline agents. How to Apply: All applications will be received and reviewed through the BrighterMonday Portal by clicking on the 'Apply Here' section Log In and Apply Important safety tips Do not make any payment without confirming with the BrighterMonday Customer Support Team. If you think this advert is not genuine, please report it via the Report Job link below. Report Job
Taf4All only lists job offers published by third parties. We are not the employer, we do not conduct these recruitments, and we cannot guarantee what happens once you make contact — you deal directly with the person or company behind the offer, at your own risk.
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