Job Description
- Manage team leaders, determine and define contact center operational strategies by conducting needs assessments and business reviews. Understanding contact center metrics and applying the given technology to optimize the workforce. Assist in defining user requirements, focusing on efficiency and effectiveness.
- Work closely with WorkForce Management (WFM) to ensure staffing/roster levels support business targets. Help to define “quality” and assist in establishing a learning environment based on collaboration, feedback, and data. Drive a resolution- focused environment aimed at delighting the customer.
- Ensure Teams are motivated, engaged, empowered, and informed. Build a culture that includes performance reviews, coaching, counseling, and disciplining employees. Organizing Event, Reward & Recognition with the help of Team Leader.
- Prepare contact centre performance reports by collecting, analyzing, and summarizing data and trends. Build, develop and continuously improve contact centre operational strategies and procedures.
- Continuously looking for and executing on new ways to provide more efficient and effective customer outcomes. Delivering efficiency, customer satisfaction, and workforce effectiveness objectives. Be unafraid to ask for help, be willing to ‘fail- fast’ and willing to take a risk when the need arises. Ensure a safe, friendly working environment. Ensure company and client compliance initiatives are in place and supervised.
- Any other relevant task that is deemed required to ensure the best quality of service.
Minimum Experience (Year)
- 10 years
Qualification
- Degree or relevant experience in operation and managing customer contact centre
- Certified Operations Performance Centre (“COPC”)
