Call Centre Manager

24 Jun 2026 Call Centre Manager at BURN

• 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. • 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.