Manager, Contact Center

JOB SUMMARY:

A Contact Center Manager oversees the daily operations of contact centers and their employees. Their duties include hiring and training Contact Center staff, establishing goals for contact center employees to follow and resolving any customer issues or other contact center problems that occur. S/he partners with various departments to optimize business performance through flowless execution and handling of all incoming inquiries through all assigned channels and manage/execute outbound call activities/campaign to reach out the target customer to optimize business performance.

JOB SCOPE:

Leads the development and execution of Contact Center operational plan to achieve operational excellence and exceptional service quality, ensuring a seamless customer journey from initial contact post-experience follow-up. The manager shall manage and lead team to handle inbound inquiries from all assigned channels, i.e., phone call, website, and other social media platforms.

KEY ACCOUNTABILITIES:

• Develops and implements contact centre operational plan aligned with departmental goals. Monitors and analyses customer inquiries and operational data to drive service improvement.
  
• Ensures the effective execution of daily contact centre operation through monitoring of the quality of call handling, good discipline of follow-up and follow-through within and across department.
  
• Ensures the excellent speed of response to customers inquiries from all access channels at the most efficient way.
  
• Collects and analyse contact centre data and prepares reports for management in a timely manner. Presents the functional performance to senior management with relevant recommendation to improve service quality, departmental operations, and business performance.
  
• Assists and supports line Director to develop and implements customer experience strategies aligned with organizational goals.
  
• Executes, monitors, and evaluates cycle activities to propose improvement plan and execution. Locates areas of improvement and propose corrective actions that meet challenges and leverage growth opportunities.
  
• Prepare work schedules to ensure sufficient coverage of customer inquiries. Plan and review team on the periodic basis to ensure size and structure of the function are operating effectively to the growth of the business.
  
• Recruit, train, retain and oversees staff under direct management and takes charge of overall performance of the function.
  
• Brings out the best of the team by working closely with HR team to rollout relevant training, coaching, development program to enhance team capabilities.
  

Perform other tasks and duties assigned by line director as and when required.

JOB REQUIREMENTS:

Education & Qualification:

• Bachelors degree in Management or Business Administration, preferably in hospitality and tourism.
  
• The equivalent of the same in practical experience is also acceptable.
  
• Ability to multitask and stay organized.
  
• Proficient with basic computer software and phone systems. A good and practical knowledge to use any previous call centre system shall be an advantage.
  
• Excellent interpersonal, problem-solving and leadership skills
  
• Ability to stay calm in stressful situations and meet strict quotas
  
• Strong grasp on the companys products, services, and customer service policies

Experience:

• At least 3-5 years of working experience in relevant fields.
  The candidate will also be better suited with experience in travel/service industry.

Other Skills:

• Strong leadership and interpersonal skills, strategic thinking, problem-solving abilities, high integrity, ability to work collaboratively in a dynamic environment, and effective communication skills.