Call Centre Manager

At Huzzle, we connect high-performing professionals with global companies across the UK, US, Canada, Europe, and Australia. Our clients include startups, digital agencies, and tech platforms in industries like SaaS, MarTech, FinTech, and EdTech. We match top talent to full-time remote roles where they’re hired directly into client teams and provided ongoing support by Huzzle.

Role Type: Full-time

Engagement: Independent Contractor

We’re hiring a Client Success Agent (Call Center Operations & Analytics) for a fully remote role supporting multiple call center clients.

This position blends client success, operations management, and data analytics, making it ideal for someone who thrives in performance-driven environments. You’ll act as a key liaison between clients and internal teams - helping onboard new clients, monitor performance metrics, and implement data-backed improvements.

• Call Center Management & Performance (Primary Focus)
• Monitor, collect, and interpret call center KPIs (conversion rates, AHT, QA scores, etc.)
• Analyse performance trends, identify gaps, and recommend improvements
• Support strategic planning aligned with client goals
• Assist in workforce planning, scheduling, and headcount optimisation
• Implement quality assurance and operational best practices
• Client Onboarding & Technical Setup
• Lead onboarding processes to ensure smooth client transitions
• Set up CRM systems, dialers, and workflows for new clients
• Support kickoff meetings and define measurable success metrics
• Serve as the primary point of contact for client queries
• Operational Excellence
• Maintain accurate and organised client documentation
• Collaborate with internal teams to ensure seamless delivery
• Provide clear, professional updates and recommendations to clients
• Deliver a consistent, high-quality client experience

• Proven experience in call center operations, BPO management, or workforce management
• Background in client success, account management, or customer support roles
• Hands-on experience working with performance metrics and operational data

Skills

• Data Analytics: Advanced Microsoft Excel skills (pivot tables, reporting, trend analysis)
• Communication: Strong verbal and written English skills (client-facing role)
• Organisation: Ability to manage multiple clients and workflows simultaneously
• Problem-Solving: Analytical thinker with a proactive, solution-oriented mindset