Senior Manager, Customer Care & Engagement

About the role

The Senior Manager, Customer Care & Engagement will lead a team of call centre agents, ensuring service level agreements, quality standards and KPI targets are consistently met. This role combines operational oversight with strategic improvement initiatives to enhance client and customer satisfaction.

Key responsibilities

• Supervise daily planning, operations and problem‑solving for a team of agents.
• Manage operating expenditures against budget to optimise resource usage.
• Ensure adherence to work processes and standard operating procedures.
• Monitor agent activity and manpower utilisation.
• Conduct audits of inbound/outbound calls and transactions, providing feedback for improvement.
• Oversee complaint logs to guarantee timely resolution.
• Identify and evaluate processes for improvement to boost satisfaction levels.
• Prepare regular and ad‑hoc KPI reports and highlight improvement areas.
• Lead daily briefings on urgent issues, promotions, campaigns and trade updates.
• Escalate critical problems to relevant departments and maintain strong client relationships.

Required profile

• Strong knowledge of customer service principles and practices.
• Proven experience in call‑center or customer service environments.
• Ability to multitask, prioritise workload and maintain high attention to detail.
• Fluency in the local language and preferably English, both written and spoken.
• Respect for cultural sensitivities in cross‑country interactions.
• Integrity in handling highly sensitive and confidential information.

Required skills

• CRM systems
• SAP
• Microsoft Excel
• Microsoft Word
• Microsoft PowerPoint