JOB PURPOSE:

Manage and implement customer care activities to promote optimal contact center and retention by effectively leading and supporting customer care teams, efforts, and strategies.


KEY FUNCTIONS:

  • 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.

Responsibilities:

  • 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

  • Ability to think strategically and to lead

  • Strong client-facing and communication skills

  • Advanced troubleshooting and multi-tasking skills

Customer service orientation


Email: tama@kantipurmanagement.com

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