Manage and implement customer care activities to promote optimal contact center and retention by effectively leading and supporting customer care teams, efforts, and strategies.
Lead, develop and manage the technical contact center team in carrying out the essential elements of clients standards, policies, and procedures; set attainable goals and objectives and follow through to successful completion.
Develop and direct staff, by carrying out the essential elements of Customer Care strategy, standards, policies and procedures, and by creating and maintaining a positive work environment
Be available to team members to provide direction and communication.
Coach team members on best practices to promote career development and increase customer satisfaction.
Consistently monitor performance for quality and coaching opportunities.
Actively set daily, monthly, and weekly goals designed to reach department expectations.
Provide timely performance feedback and daily coaching. Perform annual reviews and effectively manage disciplinary and/or performance problems.
Compile timely and accurate daily, monthly, and yearly reports as requested.
Recognize individual and team contributions to encourage a positive work environment.
Support the organizations efforts to improve employee loyalty.
Manage projects focused both on team efficiencies and customer satisfaction/effort improvement
Communicate effectively and professionally to different internal and external audiences in all forms of communication.
Adhere to the organizations and clients privacy guidelines to ensure each customer’s privacy.
Maintain regular attendance to be available to provide direction and communication to team members.
Determines contact center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
Maintains and improves contact center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.
Accomplishes contact center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
Meets contact center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances etc.
Prepares contact center performance reports by collecting, analyzing, and summarizing data and trends.
Maintains professional and technical knowledge by tracking emerging trends in contact center operations management;
Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
Adhere to and manage the approved budget
Maintain an orderly workflow according to priorities
Desired Candidate Profile
Proven working experience as a Call/contact Center Manager and Operations Management of telecom industry
Experience in providing customer service support along with managing people management skills
Well Versed with Call/contact Center KPI's, Data Analysis and Reporting Skills
Good understanding of customer service software, databases and tools
Awareness of industry’s latest technology trends and applications