MSX International
Automotive
CallCentreManager
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“Call Centre Manager at MSX International. Skills: Operational leadership, Performance management, People leadership, Client management. Lead day-to-day operations. Ensure SLA adherence”
What You'll Achieve.
Achieve operational KPIs; Achieve client satisfaction; Deliver exceptional customer experiences; Achieve service levels; Achieve operational targets; Achieve client requirements; Maintain service excellence; Improve productivity; Improve efficiency; Improve customer satisfaction; Improve employee performance; Enhance customer experience; Contribute to growth
Industry & Context.
Problem solving; Decision making; Root cause analysis
What They're Looking For.
Must Have
Operational leadership experience, People management experience, Stakeholder engagement experience, Project management experience, Continuous improvement experience
Nice to Have
Experience in any industry
What You'll Do.
Lead day-to-day operations
Monitor operational performance
Implement corrective actions
Drive operational efficiency
Manage escalated customer issues
Ensure policy compliance
Maintain business standards
Monitor departmental KPIs
Conduct performance reviews
Identify performance gaps
Implement improvement plans
Analyse operational data
Drive accountability culture
Recognise high performance
Manage underperformance
Create high-performance culture
Oversee succession planning
Oversee retention initiatives
Ensure development opportunities
Support career growth
Conduct annual reviews
Support development plans
Foster positive environment
Support employee wellness
Support employee engagement
Serve as operational contact
Build client relationships
Conduct review meetings
Understand client objectives
Align operational delivery
Identify customer experience opportunities
Identify service delivery opportunities
Identify commercial value opportunities
Support contract growth
Support contract retention
Support future business opportunities
Champion customer-centric culture
Ensure quality standards
Oversee quality monitoring
Oversee calibration sessions
Oversee coaching initiatives
Review customer feedback
Identify improvement opportunities
Drive CSAT enhancement initiatives
Drive NPS enhancement initiatives
Drive customer experience initiatives
Implement corrective actions
Monitor corrective action effectiveness
Produce operational reports
Present operational reports
Develop analytical reporting
Provide business insights
Monitor operational trends
Identify opportunities
Present recommendations
Present business cases
Track customer satisfaction
Lead operational improvement initiatives
How You'll Work.
Team & Collaboration
Cross-functional coordination; Client communication; Stakeholder engagement; Team development; Collaboration across levels
Communication Scope
Client communication; Performance reviews; Business updates; Operational reporting; Presentations
Process & Methodology
Project management
Full Job Description
The Call Centre Manager is responsible for the overall leadership, performance, and strategic management of the MSXI Contact Centre. The role ensures the delivery of exceptional customer experiences, achievement of operational KPIs, client satisfaction, and continuous improvement across all contact centre activities. The Call Centre Manager leads Team Leaders and Contact Centre Agents, driving operational excellence, workforce effectiveness, quality assurance, employee engagement, and commercial performance. This role acts as the primary operational liaison between MSXI and its clients, ensuring that service delivery aligns with contractual obligations, business objectives, and MSXI values. The position combines operational leadership, people management, stakeholder engagement, project management, and continuous improvement responsibilities to deliver a high-performing and customer-centric operation. 1. Operational Leadership & Service Delivery * Lead the day-to-day operations of the Contact Centre, ensuring all service levels, operational targets, and client requirements are consistently achieved. * Ensure adherence to Service Level Agreements (SLAs), Key Performance Indicators (KPIs), quality standards, and operational procedures. * Monitor real-time operational performance and implement corrective actions to maintain service excellence. * Drive operational efficiency through effective resource allocation, scheduling, workforce planning, and capacity management. * Manage escalated customer issues and ensure timely resolution of complex cases. * Ensure compliance with company policies, client requirements, data protection standards, and regulatory obligations. * Maintain MSXI business, brand, safety, and quality standards across all operations. 2. Performance Management * Establish, monitor, and manage departmental KPIs and performance targets. * Conduct regular performance reviews with Team Leaders and provide coaching and development support. * Identify performan
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