Senior Contact Center Manager - English speaking

Job Description

PRINCIPLE DUTIES

We are seeking an experienced and results-driven Senior Contact Center Manager to lead the establishment, optimization, and scaling of our call center operations. The ideal candidate will have a proven track record of building live chat and call center operations from scratch, preferably within the telecommunications industry. This role demands a strong focus on improving customer service delivery, driving operational efficiency, and achieving key performance indicators (KPIs)

RESPONSIBILITIES

1. Project management

- Establish and manage call center operations from scratch, including defining and implementing KPIs such as interaction quality, volume forecasting, intraday resource management, inbound sales, employee incentives, and performance tracking

- Make sure all KPIs are implemented successfully, by:

• Develop and execute detailed project plans encompassing resource allocation, testing, and training to meet organizational objectives
• Collaborate with stakeholders for project testing, UAT, and integration
• Lead meetings and training sessions to align project deliverables with customer requirements and expectations
• Work closely with the Service Management team and Project Trainer to ensure best practices and guidance for live chat and agent operations
• Monitor project progress, troubleshoot challenges, and implement necessary adjustments to meet goals
• Build and maintain strong customer relationships, ensuring customer satisfaction and retention

2. General management

- Provide accurate and timely updates to relevant departments

- Oversee account portfolios (quality, TAT, productivity) to ensure targets are met through rigorous supervision

- Partner with Operations Management for effective resource planning and allocation

- Identify and implement continuous improvement initiatives to optimize processes and reduce costs

- Ensure all deliverables are met in alignment with organizational objectives and client needs

3. Leadership and Support

- Supervise the Service Management team, offering guidance and support during project implementation

- Escalate issues beyond authority or with potential project risks to higher management

- Ensure the successful completion of additional tasks assigned by the Director of Operations

Job Requirement

PRINCIPLE DUTIES

We are seeking an experienced and results-driven Senior Contact Center Manager to lead the establishment, optimization, and scaling of our call center operations. The ideal candidate will have a proven track record of building live chat and call center operations from scratch, preferably within the telecommunications industry. This role demands a strong focus on improving customer service delivery, driving operational efficiency, and achieving key performance indicators (KPIs)

RESPONSIBILITIES

1. Project management

- Establish and manage call center operations from scratch, including defining and implementing KPIs such as interaction quality, volume forecasting, intraday resource management, inbound sales, employee incentives, and performance tracking

- Make sure all KPIs are implemented successfully, by:

• Develop and execute detailed project plans encompassing resource allocation, testing, and training to meet organizational objectives
• Collaborate with stakeholders for project testing, UAT, and integration
• Lead meetings and training sessions to align project deliverables with customer requirements and expectations
• Work closely with the Service Management team and Project Trainer to ensure best practices and guidance for live chat and agent operations
• Monitor project progress, troubleshoot challenges, and implement necessary adjustments to meet goals
• Build and maintain strong customer relationships, ensuring customer satisfaction and retention

2. General management

- Provide accurate and timely updates to relevant departments

- Oversee account portfolios (quality, TAT, productivity) to ensure targets are met through rigorous supervision

- Partner with Operations Management for effective resource planning and allocation

- Identify and implement continuous improvement initiatives to optimize processes and reduce costs

- Ensure all deliverables are met in alignment with organizational objectives and client needs

3. Leadership and Support

- Supervise the Service Management team, offering guidance and support during project implementation

- Escalate issues beyond authority or with potential project risks to higher management

- Ensure the successful completion of additional tasks assigned by the Director of Operations

** Notes: Only suitable candidates will be contacted and invited to participate an interview.

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