Key Responsibilities
Responsible for overseeing the day-to-day operations, ensuring efficient and effective service delivery, and driving performance improvements across the center.
•Leadership and Management: Provide direction, guidance, and support to the contact center management team and staff, fostering a positive and productive work environment.
•Operational Excellence: Develop and implement operational strategies to improve service quality, efficiency, and customer satisfaction. Ensure adherence to all operational standards and protocols.
•Performance Monitoring: Monitor key performance indicators (KPIs) and metrics to assess the effectiveness of the contact center. Identify areas for improvement and implement corrective actions as needed.
•Resource Management: Oversee workforce planning, scheduling, and resource allocation to ensure optimal staffing levels and workload balance. Manage budgets and control expenses to achieve financial targets.
•Customer Experience: Ensure the delivery of exceptional customer service by implementing best practices and continuous improvement initiatives. Address and resolve escalated customer issues and complaints.
•Technology and Tools: Evaluate and implement contact center technologies and tools to enhance operational efficiency and performance. Stay updated on industry trends and advancements.
•Collaboration and Communication: Collaborate with other departments and stakeholders to align contact center operations with overall business objectives.
•Compliance and Quality Assurance: Ensure compliance with regulatory requirements and internal policies. Implement quality assurance programs to maintain high standards of service delivery.
•Training and Development: Develop and implement training programs to enhance the skills and knowledge of contact center staff. Foster a culture of continuous learning and professional development.
Qualifications
•Education: Bachelor’s degree in Business Administration, Management, or a related field. A Master’s degree is preferred.
•Experience: Minimum of 10 years of experience in contact center operations, with at least 3 years in a senior management role.
•Skills: Strong leadership, communication, and interpersonal skills. Proven ability to manage and motivate teams. Excellent problem-solving and decision-making abilities.
•Technical Proficiency: Familiarity with contact center technologies and software. Proficiency in data analysis and performance metrics.
•Certifications: Relevant industry certifications (e.g., COPC, Six Sigma) are a plus.
