Call Center Manager

About the Role

The Call Center Operations Manager is responsible for overseeing the end-to-end CX and payment support operations, including frontline teams, QA, Training, Workforce Management, and Dialer Administration.

This leader ensures operational excellence, strong repayment performance, high-quality customer interactions, and full compliance across all touchpoints. The role requires a balance of team management, hands-on operational execution, and the ability to collaborate cross-functionally with Product, Engineering, Risk, Compliance, Data, and external partners.

What You'll Do

CX & Payment support Operations Leadership

-Lead the Customer Service Advocates and payment support teams to meet performance and service targets.

-Oversee day-to-day operations across all channels (chat, email, voice, in-app, social…).

-Manage escalations, case resolution, and end-to-end customer and borrower experience.

-Drive operational KPIs: FRT, Resolution Time, CSAT, RPC, PTP, Recovery, Connect Rate and ensure team to achieve monthly targets.

Quality Assurance (QA) Management

-Do the QA evaluation for the team and ensure timely coaching and corrective action plans, lead the QA team (if any) responsible for evaluating CS and payment support interactions.

-Maintain and update QA rubrics, scorecards, and calibration among teams.

-Monitor quality trends and collaborate with TLs/trainers to address skill or compliance gaps.

Training & Knowledge Management

-Oversee new hire onboarding, nesting, and continuous learning programs.

-Deliver effective training on product, systems, scripts, soft skills, compliance.

-Maintain and update SOPs, knowledge bases, macros, LCM content, and process documentation.

-Track training effectiveness and improve materials based on QA findings and performance gaps.

Dialer Administration & Contact Strategy Oversight

-Manage dialer activities where needed.

-Ensure optimal setup and management of outbound dialing campaigns (predictive, power, manual).

-Monitor real-time dialing performance (connect rates, RPC, agent occupancy).

-Ensure compliance with call time windows, frequency limits, consent, and opt-out rules.

-Collaborate with telco partners to ensure stable outbound capacity.

Workforce Management (WFM) & Capacity Planning

-Arrange schedules for both CS and payment support.

-Monitor attendance, productivity, and capacity gaps.

-Adjust workforce plans based on volume spikes, outages, or campaign changes, recruit agents when needed.

-Optimize agent allocation across queues, channels, and DPD buckets.

Reporting, Analytics & Performance Tracking

-Review daily/weekly dashboards and operational reports (FRT, AHT, RPC, PTP, QA, Recovery, ticket volume).

-Provide insights and recommendations to leadership on performance trends and issues.

-Partner with data/reporting teams to ensure accuracy, consistency, and visibility of KPIs.

-Conduct root-cause analyses for service or performance failures.

Compliance & Governance

-Ensure all customer and payment support interactions comply with legal and regulatory requirements.

-Enforce call/SMS frequency limits, approved scripts, tone guidelines, and bank/regulator expectations.

-At least a college degree

-5+ years of experience in customer experience, payment support, or Contact Center Operations.

-Experience in collections highly preferred

-Proven experience leading teams of supervisors and Dialer/WFM/QA/Trainer.

-Experience in fintech, banking, BPO leadership, or high-volume operational environments preferred.

-Team management and coaching abilities.

-Results-oriented.

-Excellent communication and problem-solving skills

-High compliance awareness and attention to detail.

-Deep understanding of CX and payment support KPIs and operational workflows.

-Ability to work in fast-paced, scaling environments.