- خبرة
- 5–8 yrs
- مرتب
- —
- الوظائف الشاغرة
- 1
- تم النشر
- • 4 قطع
- وضع العمل
- في المكتب
- سيرة ذاتية
- مطلوب للتقديم
مكان عملك
المسمى الوظيفي
Job Overview
The Manager of the Contact Centre will oversee the outsourced contact centre activities, ensuring top-tier customer experiences that build brand loyalty. This role is responsible for the daily operational excellence across inbound, outbound, and email communication channels, consistently meeting all service, quality, productivity, and customer satisfaction targets.
Operational Scope
- Manage 10,000 to 12,000 incoming calls monthly from investors and distributors.
- Handle 5,000 to 6,000 emails monthly from investors and distributors.
- Oversee 5,000 to 7,000 outbound calls monthly to investors and distributors across various customer journeys.
- Maintain 5 to 7 operational dashboards with daily, weekly, and monthly reports.
Key Responsibilities
- Lead everyday operations of the outsourced contact centre covering inbound, outbound, and email channels.
- Ensure all contractual and operational KPIs are met, including Service Level, Average Handling Time, Abandonment Rate, First Call Resolution, Quality Assurance, Net Promoter Score, productivity, quality, and schedule adherence.
- Track daily performance metrics, analyze trends, and initiate corrective measures to close performance gaps.
- Conduct regular vendor performance reviews, ensuring adherence to SLAs and service quality standards.
- Optimize workforce planning, scheduling, and resource usage in collaboration with the vendor to meet business needs.
- Handle customer escalations and lead initiatives aimed at boosting customer satisfaction and loyalty.
- Work closely with cross-functional teams to implement operational improvements that elevate the customer experience.
- Manage budgets related to operations, focusing on productivity and cost-effectiveness to fulfill business goals.
- Generate leads and create revenue opportunities via inbound and outbound customer interactions.
Required Qualifications
- Between 5 to 8+ years of experience in contact centre or customer service operations.
- A minimum of 2 to 3 years in a leadership or managerial position.
- Strong familiarity with contact centre technologies, CRM software, and workforce management tools.
- Demonstrated ability to handle operational metrics and drive customer service performance.
- Excellent leadership, communication, and decision-making capabilities.
- Proficiency in Microsoft Office applications and reporting software.
Essential Skills
- Effective leadership and people management abilities.
- Expertise in customer experience management.
- Strong performance management skills.
- Competence in workforce planning.
- Data analysis and reporting proficiency.
- Focus on process improvement.
- Coaching and mentoring aptitude.
- Excellent communication and presentation skills.