Customer Contact Center Manager

Customer Contact Center Manager

8-11 years
Not Specified

Job Description

Customer Contact Center Manager
Role purpose: Ensure consistent and best-in-class customer services to through effective planning, management, and staffing, supported by the deployment of appropriate enabling technologies, within the Customer Contact Centre environment
Main Accountabilities:
. Manage day-to-day operations of the contact center and ensure adherence to global CS processes, systems and schedules to drive service excellence, quality, productivity and maximize revenue generating opportunities
. Function as the contact point for escalated customer complaints and handle such cases effectively and professionally, exhibiting proactivity and responsiveness to customer issues
. Review and improve existing customer contact handling processes to ensure relevance to the dynamic business environment with a view towards establishing and maintaining a competitive advantage
. Liaise closely with CS Development and HR to evaluate training, retraining needs of staff and identify training gaps to keep staff abreast of changing needs of customers
. Identify and promote areas with potential for revenue generation to cross-sell, upsell services including value added services.
. Ensure that AOP Budget for revenue generation in the CS Department is met and achieved
. Reduce the cost of doing business by leveraging technology, redefining or eliminating manual and redundant business processes
. Identify training needs and opportunities to develop a highly skilled CS workforce
. Develop IKOs/KPIs with team members and monitor individual and team performance
. Plan, organize and direct an efficient and effective team of customer service professionals.
. Manage the allocation of appropriate resources and commitment of staff to the achievement of Global, Regional and Country objectives and targets
. Degree in Business/Marketing (preferable) or equivalent.
. 8 years of experience in a related capacity
. 3 years experience in a operations management capacity in a similar d Customer Contact Centre
. Experience in quality management system such as ISO and COPC2000 (preferable)
. Fluent English (written & spoken)

Job Details

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About Persolkelly

PERSOLKELLY is a joint venture established in 2016 between PERSOL HOLDINGS (previously Temp Holdings) and Kelly Services to cater to the rising workforce employment needs of the emerging Asia Pacific market. We are one of the largest workforce solutions providers in the region, spanning over 45 offices across 13 markets including Australia, China, Hong Kong, India, Indonesia, Malaysia, New Zealand, Philippines, Singapore, South Korea, Taiwan, Thailand and Vietnam.

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