Job Description

We are hiring a Call Center Manager, on behalf of our client company.

Daily Responsibilities:

• Monitor Tier 1 call queue in real time, adjusting schedules, breaks, and coverage to maintain target answer times and abandon rates.
• Oversee operational flow for Tier 1 agents across US, Poland, and Sri Lanka shifts.
• Audit live and completed tickets for accuracy, completeness, and adherence to SOPs and Scorecards.
• Audit recorded calls—especially from new hires or agents with recent coaching needs.
• Provide corrective coaching immediately when customer communication or troubleshooting gaps are identified.
• Monitor equipment status for new hires, onboarding blockers, or support bottlenecks.
• Coordinate device setup and provisioning with Envoy & IT, ensuring new hires can begin training.
• Respond to escalations and bad surveys from agents, leads, support managers, and VIP/Gold teams.
• Approve or deny real-time PTO or shift-adjustment requests depending on queue performance.
• Maintain daily awareness of CSAT trends, urgent customer issues, and SLA risks.

Weekly Responsibilities:

• Publish Tier 1 Weekly Update: staffing, training progress, hiring status, CSAT, escalations, project updates, and departmental risks.
• Review flagged tickets, recurring negative CSAT patterns, or agent-specific performance concerns.
• Hold syncs with leads to review agent performance, queue activity, schedule adjustments, and coaching trends.
• Manage hiring pipeline: review resumes, coordinate with client company, confirm start dates, and ensure equipment readiness.
• Work with training leads to schedule procedural, technical, and T2-level training.
• Perform deeper ticket/call audits each week, identifying training gaps and updating SOPs.
• Engage in multi-team coordination with Gold, Config, VIP, and ANZ support to resolve escalations and capacity constraints.
• Handle weekly scheduling: adjust shift distributions, weekend coverage, and overflow planning.
• Monitor weekly KPIs including answer time, abandon rate, CSAT volume, positive/negative CSAT trends.

Monthly & Periodic Responsibilities:

• Produce monthly call-wait and abandon-rate summaries, identifying operational failures and root causes.
• Analyze CSAT metrics and coach agents responsible for low-quality interactions.
• Review monthly training effectiveness, team skill development, and new-hire ramp-up performance.
• Complete probation reviews and submit performance evaluations for employees reaching 6-month milestones.
• Develop and revise SOPs, troubleshooting guides, and Tier 1 scope documents.
• Participate in multi-department project updates involving infrastructure, new server migrations, RISA workflows, or global support changes.
• Assess hiring needs across regions and request headcount replenishment based on demand forecasting and Erlang calculations.

Systems & Tools Used:

• Zendesk (Tickets, WFM/Tymeshift, Macros, Guides).
• Excel/Sheets trackers for scheduling, equipment status, leave eligibility, and performance metrics.
• Internal SOP library and troubleshooting documents (PDFs and Word guides the authored or updated) (Zendesk guide).

People & Leadership Responsibilities:

• Manage Tier 1 agents across multiple regions (US, Poland, Sri Lanka).
• Mentor and oversee Tier 1 Leads, ensuring leadership consistency across shifts.
• Run disciplinary actions: warnings, write-ups, termination recommendations.
• Conduct interviews, hiring decisions, onboarding alignment, and training coordination.
• Identify promotion candidates, work with HR on compensation adjustments.
• Oversee transitions between departments (Gold, Config, ANZ, Hybrid Support.

Interested candidates can apply online or email your CV to [email protected]