MSX International
Automotive
CallCentreManager
“Call Centre Manager at MSX International. Skills: Operational Leadership, Performance Management, People Leadership, Client Management. Lead day-to-day operations. Ensure service level achievement”
What You'll Achieve.
Achieve operational KPIs; Achieve client satisfaction; Deliver exceptional customer experiences; Achieve service levels; Achieve operational targets; Align operational delivery with objectives; Enhance customer experience; Enhance service delivery; Enhance commercial value; Contribute to growth and success
Industry & Context.
Problem Solving; Decision Making
What They're Looking For.
Must Have
5+ years experience in contact centre operations, Experience leading teams of Team Leaders and Agents, Experience managing operational KPIs and client satisfaction, Experience in workforce planning and capacity management, Experience managing escalated customer issues, Experience ensuring compliance with policies and regulations, Experience with performance reviews and coaching, Experience with recruitment and onboarding, Experience with employee development plans, Experience managing client relationships, Experience conducting client review meetings, Experience overseeing quality monitoring programmes, Experience reviewing customer feedback and complaints, Experience producing operational reports, Experience developing analytical reporting, Experience presenting recommendations to leadership
Nice to Have
Experience in project management
What You'll Do.
Lead day-to-day operations
Ensure service level achievement
Monitor operational performance
Implement corrective actions
Drive operational efficiency
Manage escalated customer issues
Ensure compliance with policies
Maintain business standards
Establish departmental KPIs
Monitor performance targets
Conduct performance reviews
Provide coaching and development
Identify performance gaps
Implement improvement plans
Analyse operational data
Improve customer satisfaction
Improve employee performance
Recognise high performance
Manage underperformance
Coach contact centre staff
Mentor contact centre staff
Develop contact centre staff
Create high-performance culture
Oversee succession planning
Oversee retention initiatives
Ensure employee development
Support career growth
Conduct annual performance reviews
Support individual development plans
Foster positive environment
Foster inclusive environment
Foster motivating environment
Support employee wellness
Support employee engagement
Support employee retention
Serve as operational contact
Build client relationships
Maintain client relationships
Conduct review meetings
Understand client objectives
Align operational delivery
Identify opportunities to improve customer experience
Identify opportunities to improve service delivery
Identify opportunities to improve commercial value
Support contract growth
Support contract retention
Support future business opportunities
Champion customer-centric culture
Ensure customer interactions meet standards
Oversee quality monitoring
Oversee calibration sessions
Oversee coaching initiatives
Review customer feedback
Review customer complaints
Review satisfaction metrics
Drive initiatives to enhance CSAT
Drive initiatives to enhance NPS
Drive initiatives to enhance customer experience
Implement corrective actions
Monitor corrective action effectiveness
Produce operational reports
Present operational reports
Develop analytical reporting
Monitor operational trends
Use data to identify risks
Use data to identify opportunities
Use data to identify performance improvements
Present recommendations to leadership
Present business cases to leadership
Ensure accurate tracking of KPIs
Ensure accurate tracking of attendance
Ensure accurate tracking of productivity
Ensure accurate tracking of quality
Ensure accurate tracking of customer satisfaction
Lead operational improvement initiatives
How You'll Work.
Team & Collaboration
Cross-functional teams; Client stakeholders; Internal stakeholders; Across all levels
Communication Scope
Presentation Skills; Business Updates
Process & Methodology
Project Management
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