Head of Call Center

• Set the Call Centre's strategy, procedures and service standards.
  
• Coordinate with departments, campuses and ministries the Call Centre serves.
  

• Lead, coach and develop Call Centre Agents; set performance expectations.
  
• Monitor attendance, productivity and service quality; run performance reviews.
  
• Support recruitment, onboarding and training; manage conflicts with HR.
  

• Ensure every caller gets a professional, empathetic, timely response.
  
• Receive and route testimonies and ministry-specific enquiries to the right team for follow-up.
  
• Run quality assurance on calls and monitor customer satisfaction.
  
• Track and close out unresolved enquiries.
  

• Define and track KPIs: answer rate, response/handling time, first-contact resolution, satisfaction, escalation volume, service-level achievement.
  
• Prepare periodic reports with actionable insights for management.
  

• Be the escalation point for complex or sensitive issues; ensure timely resolution.
  
• Oversee CRM, telephony and ticketing systems; work with IT to fix and improve them.
  
• Identify opportunities for automation and self-service.
  

• Review processes, scripts and workflows regularly.
  

Requirements

• Bachelor's degree in Business, Management, Communications or a related field.
  
• 5 years' experience in call/contact center or customer experience roles, including at least 2 years in a leadership or supervisory capacity.
  
• Experience with CRM/contact-centre systems, KPIs, quality assurance and escalations.
  
• Certification in Customer Experience or Contact Centre Management is an advantage 
  
  
  
  

Benefits

• 13th Month Pay
  
• Pension
  
• Leave Allowance
  
• HMO
  
• Staff Loan
  
• Training and Development