Call Centre Manager Experience in Restaurants industry.

Call Centre Manager Experience in Restaurants industry from 10 to 15 years Key ResponsibilitiesLead and develop a team of 40-80 customer service representatives across multiple shifts and departmentsMonitor and optimize key performance indicators including AHT, FCR, CSAT, and SLA complianceImplement workforce management strategies for accurate forecasting, scheduling, and capacity planningDevelop and execute training programs for new hires, ongoing coaching, and skill developmentAnalyze call center metrics and prepare detailed performance reports for senior leadershipCollaborate with IT and vendors to implement new technologies, systems, and communication channelsEnsure compliance with industry regulations, quality standards, and company policiesManage escalated customer issues and complex service recovery situationsConduct regular performance reviews, coaching sessions, and disciplinary actions when necessaryOptimize call routing, queue management, and resource allocation for maximum efficiencyPartner with HR on recruitment, retention strategies, and employee engagement initiativesLead continuous improvement projects to enhance customer experience and operational efficiencyRequirementsBachelor's degree in Business Administration, Operations Management, or related field10+ years of call center or customer service management experienceProven track record of managing teams of 25+ agents and achieving performance targetsStrong knowledge of call center technologies, CRM systems, and workforce management toolsExperience with quality assurance programs and performance management processesExcellent analytical skills with ability to interpret data and identify improvement opportunitiesStrong leadership and communication skills with experience managing diverse teamsKnowledge of customer service best practices and industry compliance requirements