Manager Call Centre Operations

The Manager Call Centre Operations will be accountable to deliver superior service to all VTL customers. This will include managing the inbound/outbound Customer Care for the specific segments and channels including Social Media through our business partner. The Manager will lead and manage the business partner/supplier to deliver quality service as per set targets and standards. Manage and control the resources including headcount/working hours in relation to performance and approved budget. The Manager Serves customers by planning and implementing call center strategies and operations; improving systems and processes; and ensuring expert resolution provision at all times. The Manager needs to meet and exceed business objectives ensuring consistent achievement of all financial, customer and operational KPIs.