# call centre executive senior

**at [spring26 Org](https://dev.jobs.curriculo.me/spring26-org)**

> About the Role We are seeking an experienced and skilled Senior Call Centre Executive to lead our customer service team in delivering exceptional support to our clients. As a senior executive, you will be responsible for overseeing daily operations, mentoring team members, and d…

## Details

- **Type:** Full time
- **Location:** Remote
- **Posted:** 2026-06-26
- **Reference:** aT5WPt
- **Status:** OPEN
- **Canonical URL:** https://dev.jobs.curriculo.me/spring26-org/job/567b64ae-aca3-40bb-ac6c-763f560c5e29

## Description

## About the Role

We are seeking an experienced and skilled Senior Call Centre Executive to lead our customer service team in delivering exceptional support to our clients. As a senior executive, you will be responsible for overseeing daily operations, mentoring team members, and driving process improvements to enhance customer satisfaction. Your expertise and leadership will play a crucial role in shaping the future of our customer service function.

## Responsibilities

- Manage and supervise a team of call centre executives, providing guidance and coaching to ensure they meet performance targets and deliver high-quality customer service.
- Develop and implement strategies to improve customer satisfaction, reduce complaint rates, and increase first-call resolution rates.
- Analyze customer feedback and metrics to identify areas for improvement and implement changes to processes and procedures.
- Collaborate with other departments to resolve customer complaints and escalate issues as needed.
- Monitor and report on key performance indicators, such as call volumes, response times, and resolution rates.
- Identify and implement process improvements to increase efficiency and reduce costs.
- Develop and maintain knowledge of our products and services to provide accurate and helpful information to customers.
- Handle complex customer complaints and issues, providing resolutions and escalating as necessary.
- Participate in quality assurance activities, such as call monitoring and feedback sessions, to ensure high standards of customer service.

## Requirements

- Proven experience as a call centre executive or team leader, with a strong track record of delivering exceptional customer service and leading high-performing teams.
- Excellent communication, interpersonal, and problem-solving skills, with the ability to work effectively in a fast-paced environment.
- Strong analytical and organizational skills, with experience in data analysis and process improvement.
- Ability to work flexibly, including evenings, weekends, and holidays, as required.
- Proficiency in call centre software and technology, including CRM systems and telephony platforms.
- Strong leadership and mentoring skills, with experience in coaching and developing team members.
- Ability to work under pressure, meeting deadlines and performance targets in a dynamic environment.
- Strong knowledge of customer service principles and practices, with a focus on delivering exceptional customer experiences.

## Nice to Have

- Experience in a similar industry or sector, with knowledge of relevant products and services.
- Certification in customer service or a related field, such as Six Sigma or Lean.
- Experience with quality assurance methodologies and tools, such as call monitoring and feedback software.
- Ability to speak multiple languages, with a focus on languages relevant to our customer base.
- Experience in implementing process improvements and change management initiatives.

## Apply

Apply at the canonical URL: https://dev.jobs.curriculo.me/spring26-org/job/567b64ae-aca3-40bb-ac6c-763f560c5e29#apply

---

*Posted on jobs.curriculo.me. Schema.org JobPosting JSON-LD is embedded in the canonical HTML at https://dev.jobs.curriculo.me/spring26-org/job/567b64ae-aca3-40bb-ac6c-763f560c5e29.*