Senior Manager - Contact Center Management

Job Description

Job Purpose To supervise daily operations and personnel aiming for maximum efficiency and cost-effectiveness. To ensure that technology is utilized to a maximum for process improvement and that teams are well-organized and productive.

Key Responsibilities

Functional Responsibilities

• Managing the day-to-day performance of the Contact Centre Operations and expected to shape the future of a Contact Centre Operations being committed to deliver a great customer contact experience through a variety of customer contact channels
• To deliver a best-in-class service, meeting or exceeding the KPIs
• Manpower planning, Rostering and Designing call center strategy to implement short/long-term plans for achieving process objectives
• Evaluate and Analyze performance against call center metrics for your team and set targets to continuously improve agent productivity and call center efficiency
• Be responsible for the end-to-end customer contact processes and their associated customer experience, supporting company's initiatives to drive improvements, improve efficiency and reduce complaints
• Enhance the quality of customer interactions, ensuring quality assurance, compliance, regulatory and legal obligations are met across all interactions

Functional Competencies-Handled Call Centers for both Customer Service and Cross-Sell Processes. Experience in Outbound Sales Contact Centre Management and Operations Management Experience with automation of processes through tech integration

Behavioral Competencies-Quality & Process Orientation. Strong analytical and decision-making skill, Strong customer-facing and communication skills.