Contact Centre Manager

Responsibilities

• Provided operational and strategic leadership for a multidisciplinary contact center encompassing sales, customer service, and retention specialists.
• Oversee the day-to-day running of the contact center, monitoring supervisors and their activities to ensure compliance to company processes and procedures
• Responsible for developing and implementing contact center strategies and policies with a focus on efficiency and effectiveness, while reflecting industry best practice.
• Responsible for improving contact center quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.
• Develop customer service procedures, policies and standards.
• Interface with the other departments/teams to address issues that affect the contact center (sales and customer service).
• Ensure customer satisfaction at each interaction, within a defined TAT, and create case studies to provide recommendations for service enhancement.
• Monitor and maintain the quality of interaction with customers (Audits & Quality Improvements).
• Maintain and improve contact center operations by monitoring system performance, system audits and analyses; managing system and process improvement and quality assurance programs.
• Develop and maintain a robust internal quality framework with clearly defined and measurable criteria which ensures that all responses are of a high standard.
• Devise and implement analytical frameworks to identify complaint trends, measure performance and capture issues from customer satisfaction surveys to drive and deliver continuous improvement in the business.
• Provide team leadership and development through mentoring, manpower planning and skill set development

Requirements

• Expert level experience in Customer Service and Relationship Management
• Strong blend of analytical, decision-making and creative problem solving skills
• Experience as a Manager of a business function for at least 5-6 years
• Experience leading dynamic brainstorming sessions
• Highly entrepreneurial. Very hands-on in defining objectives and producing deliverables in a fast-paced environment