Group Call Center – Manager
Job Description
The Group Call Center Manager will be responsible for overseeing all call center operations across NMC. The role involves leading the standardization and centralization of call center functions, designing the optimal future-state model, and managing the transition from the current decentralized setup. Post-transition, the role will be accountable for the performance, reporting, and people management of all centralized call center activities.
Responsibilities
- Lead the strategic standardization and centralization of call center operations across the group
- Assess current-state operations and define the future-state model aligned with business needs
- Manage the transition and change process in coordination with stakeholders
- Oversee day-to-day call center performance, staffing, and service quality
- Establish and monitor KPIs, reports, and operational dashboards
- Ensure optimal workforce planning and training across teams
- Foster a culture of continuous improvement and customer-centric service
Qualifications
Education and Certification
-  Bachelor’s degree in Business Administration, Operations Management, or related field (Master’s preferred)
Knowledge and Skills
- Strong knowledge of call center operations, KPIs, and workforce planning
- Project management and change management capabilities
- Familiarity with call center systems, CRMs, and telephony infrastructure
- Excellent leadership, communication, and stakeholder engagement skills
Experience
- Minimum 8–10 years of experience in call center management, with at least 3 years in a senior leadership role
- Experience in leading transformation or centralization projects preferred
