Manager, Contact Center (Third Party)

Job Description

below Thefor shapingLead a Contact Center Operation. Responsible to shape the future of a contact center operation, being committed to delivering a great customer contact experience. Act as the Voice of the Customer, championing change and improvements. Below responsibilities are the deliverables of the Contact Center Lead.

Role & responsibilities

• Ensuring all KPI at the contact of Average calls per agent, Service level, Average speed to answer, Average handle time ,Abandon rate , Call Quality and C-sat scores are met.
• Forecast accuracy by Conducting effective resource planning to maximize the productivity of resources (people, technology etc.)
• Conduct staff performance reviews, assess needs, cost/benefit analysis and other operational strategy assessments.
• Hire, coach and provide training to personnel to maintain high customer service standards
• Establish a high standard for productivity, quality, customer service as well as define user guidelines.
• Enhance the quality of customer interactions, ensuring quality assurance, compliance, regulatory and legal obligations are met across all interactions.
• Deliver cost efficiencies and increased in Customer Satisfaction Scores.
• Knowledge of performance evaluation and customer service metrics
• Develop company systems for customer interaction and voice response and control the implementation process.
• Manage and improve center performance through performance monitoring, problem resolution, system audits and quality assurance measures.
• Summarize, collect and analyse call center trends and data for regular performance reports.
• Aid the Outsourced call center for recruitment process by interviewing potential hires and outlining clear job expectations.
• Maintain consistent professional improvement through company provided Tools, tracking call center trends and active participation in team projects.
• Deliver cost efficiencies and increased in Customer Satisfaction Scores
• Outstanding communication and interpersonal skills

Preferred candidate profile

• 15years+ relevant experience of impeccable call center management experience with a vision to develop a Platinum standard call centre leading to a seamless customer experience & strong business growth.
• Strategize development of the contact center operations in line with global best practices, staying updated of new tools and technologies especially relevant in Transportation business space.
• Proficient with MS Office and Call Center software programs.
• Strong knowledge of performance evaluation techniques and customer service metrics.
• Excellent multitasking, time management, and leadership skills

More Info

Education