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Contact Center Manager Leader
1 week ago
The Contact Center Manager Leader is responsible for overseeing the operational aspects of the contact center, ensuring that technical and customer service support is delivered efficiently and effectively.
This role emphasizes a holistic approach to operations, focusing on optimizing processes, managing team performance, and ensuring high-quality service delivery for cable TV and fiber internet services.
The Contact Center Manager Leader will lead a team of agents, driving performance to meet established KPIs and enhance customer satisfaction.
Key Responsibilities:- Operational Oversight: Manage day-to-day operations of the contact center, ensuring that all technical and customer service inquiries are handled promptly and effectively.
- Performance Monitoring: Analyze key performance indicators (KPIs) such as Average Handle Time (AHT), Quality, Service Level, and Customer Satisfaction (CSAT) to identify trends and areas for improvement.
- Team Leadership: Lead and motivate a team of 120-125 agents, providing guidance and support to ensure high levels of performance and morale.
- Training and Development: Organize training programs for agents to enhance their technical knowledge and customer service skills.
- Process Improvement: Identify and implement process improvements to enhance operational efficiency and service quality, utilizing methodologies such as Six Sigma.
- Collaboration: Work closely with other departments, including technical support and customer service, to ensure seamless service delivery and issue resolution.
- CRM Utilization: Oversee the effective use of Customer Relationship Management (CRM) tools to track customer interactions, manage accounts, and improve service delivery.
- Client Interfacing: Serve as the primary point of contact for clients, providing regular updates on operational performance and collaborating on improvement initiatives.
- Escalation Management: Handle escalated customer issues and ensure timely resolution, working with cross-functional teams to address root causes.
- Reporting: Prepare and present performance reports to senior management, highlighting achievements, challenges, and strategies for improvement.
- Capacity Planning: Analyze contact volume trends and agent productivity to forecast staffing needs and optimize workforce scheduling.
- Risk Management: Identify and mitigate operational risks, implementing contingency plans to ensure business continuity.
- Business Continuity Planning: Execute the policy for Business Continuity Plan (BCP) to ensure the contact center's resilience in the face of disruptions.
- Customer Feedback Utilization: Gather and analyze customer feedback to inform operational strategies and improve service delivery.
Benefits:
- HMO Coverage
- Competitive Salary
- Vacation leaves and Sick Leaves
- Performance Based Appraisal
