The Role: Contact Centre Manager
The Contact Centre Manager will be responsible for overseeing the Client Service Operations along with Contact Centre Operations for a key client. This management position will ensure efficient delivery, maintain strong client relationships, and drive operational excellence while meeting all contractual obligations.
As the Contact Centre Manager, you will:
- Drive Strategic growth for the program
- Lead a positive, cohesive team focused on excellence.
- Enjoy professional advancement with clear succession planning.
- Make a meaningful impact in a customer focused environment.
- Bring your global expertise to a company that values professional development.
Key Responsibilities:
1. Operational Leadership
- Oversee daily operations, ensuring all service level agreements (SLAs) and key performance indicators (KPIs) are consistently meet or exceeded.
- Develop and implement operational strategies to optimize performance, efficiency, and quality of service.
- Lead process improvement initiatives to enhance customer experience for all customers or clients.
- Manage people, resource allocation and capacity planning, scheduling, and real-time adjustments to optimize coverage and efficiency.
2. Team Management
- Lead develop, and mentor management team and supervisors responsible in the respective accounts to meet and exceed service standards and KPI.
- Establish clear performance expectations, conduct regular evaluations and provide coaching and development opportunities.
- Ensure proper staffing levels to meet fluctuating business demands.
- Foster a culture of accountability, collaboration, and continuous improvement.
- Monitor and analyze performance metrics (e.g., call volume, response times, customer satisfaction, first contact resolution) and implement strategies for improvement.
- Develop and implement training programs to improve staff performance and knowledge.
3. Client Relationship Management
- Serve as the primary operational point of contact with client.
- Build and maintain strong relationships with key stakeholders.
- Lead regular team, client and business meetings and prepare performance reports.
- Identify and address potential issues before they impact service delivery.
- Collaborate with clients and account managers to implement new initiatives or service enhancements.
4. Strategic Planning
- Contribute to strategic planning for account growth and service expansion.
- identify opportunities for additional revenue streams and value added services.
- Stay informed of industry trends and best practices
- Develop contingency plans for business continuity and risk mitigation.
5. Compliance & Quality Assurance
- Ensure compliance with all relevant regulations contractual obligations, and company policies.
- Maintain quality control measures and implement monitoring systems.
- Oversee data security and privacy practices related to customer information.
- Implement and maintain health and safety standards in all operational areas.
Work Knowledge and Experience Needed:
- Strong leadership abilities with experience managing diverse teams.
- Excellent analytical and problem-solving skills.
- Advance knowledge of business metrics and performance optimization.
- Must poses financial acumen and client services management experience.
- Superior communication and relationship-building skills.
- Ability to thrive in a fast paced environment and adapt to changing priorities.
- Proficiency with CRM systems, workforce management tools and Microsoft Office Suite.
- Results driven with a commitment to excellence.
- Strategic thinker with attention to detail.
- Customer Centric mindset.
- Strong sense of ownership and accountability.
- Collaborative approach to leadership.
