Contact Centre Manager

Full time TalentBox Caribbean in BPO & Call Centre , in Management Consulting , in Telecommunications Email Job
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Job Detail

  • Offered Salary
  • Career Level Manager
  • Experience 5 Years
  • Gender Male or Female
  • Industry Telecom
  • Qualifications Bachelor’s Degree

Job Description

CONTACT CENTER MANAGER

We are seeking a highly skilled and motivated Contact Center Manager to lead our dynamic customer service team. The ideal candidate will possess exceptional leadership abilities, a strategic mindset, and a proven track record of optimizing contact centre performance. As the Contact Center Manager, you will be responsible for overseeing daily operations, ensuring a high standard of customer service, and implementing strategies to enhance efficiency and customer satisfaction.

RESPONSIBILITIES:

Leadership and Team Management:

  • Lead, motivate, and manage a team of customer service representatives to achieve performance goals and deliver exceptional customer experiences.
  • Foster a positive and collaborative team culture, providing coaching, feedback, and professional development opportunities.

Operational Excellence:

  • Develop and implement effective contact centre strategies to optimize operational efficiency and meet performance targets.
  • Monitor key performance indicators (KPIs), analyze performance data, and implement continuous improvement initiatives.

Customer Service Quality:

  • Ensure that customer service standards are consistently met or exceeded.
  • Implement and maintain quality assurance programs to monitor and evaluate customer interactions, providing feedback and coaching to enhance service quality.

Communication and Collaboration:

  • Establish and maintain effective communication channels between the contact centre and other departments.
  • Collaborate with cross-functional teams to address customer issues, share insights, and contribute to the overall improvement of customer experience.

Training and Development:

  • Develop and implement training programs for new and existing staff, ensuring they are equipped with the necessary skills and knowledge to excel in their roles.
  • Stay informed about industry best practices and incorporate relevant training modules into the team’s development plan.

QUALIFICATIONS:

  • Bachelor’s degree in Business Administration, Management, or a related field.
  • Proven experience (5 years) in a contact centre management role.
  • Strong leadership and interpersonal skills.
  • Excellent problem-solving and decision-making abilities.
  • In-depth knowledge of contact centre operations and technology.
  • Exceptional communication and organizational skills.
  • Ability to analyze data and trends to make informed decisions.
  • Flexibility to adapt to a fast-paced and changing environment.

BENEFITS:

  • Competitive salary
  • Professional development opportunities
  • Company-sponsored events
  • Comprehensive benefits package

If you are a results-driven professional with a passion for delivering outstanding customer service, we invite you to apply for this exciting opportunity as our Contact Center Manager. Join us in shaping a customer-centric culture and driving success in our dynamic organization.
 

Application will close in 16d 13h 43min

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