Contact Center Operation Manager
Full time
na 2P Perfect Presentation
no
Saudi Arabia
Publicado em January 7, 2025
Detalhes do emprego
Job Description
DescriptionA Contact Center Operations Manager is responsible for overseeing the day-to-day operations of a contact center, ensuring that all service level agreements and performance metrics are met. This role requires strong leadership skills, excellent communication abilities, and a deep understanding of contact center operations. The ideal candidate will have experience in managing a team of contact center agents, optimizing processes, and implementing strategies to improve customer satisfaction and operational efficiency.Responsibilities:Manage and supervise a team of contact center agents, team leads, and supervisors, and ensuring high levels of customer service and productivityDevelop and implement strategies to improve operational efficiency and meet service level agreementsMonitor and analyze key performance indicators to identify areas for improvement and implement corrective actions, and analyze the outcome and take the proper actions using COPC corrective action approachEnsure adherence to company policies and procedures, including quality assurance standardsHandle escalated customer inquiries or complex issues, ensuring prompt resolution.Provide coaching and training to contact center agents to enhance their skills and performanceFoster a positive work environment that encourages employee engagement, motivation, and retention.Prepare and present reports on contact center performance to senior managementManage staffing levels, shift schedules, and resource allocation to meet customer demand effectively according to WFM schedule to maintain the Center KPI’s.Manage contact center budget, including forecasting and cost controlDrive initiatives to enhance the overall customer experienceStay updated with industry trends and best practices in contact center operations.Skills
RequirementsBachelor's degree in a relevant field.Minimum 4 years as a Contact Center Operations Manager or similar role.COPC, HPMT( High Performance Management Techniques) certificate preferred.Excellent leadership and team management skills.Strong analytical and problem-solving abilities.Ability to work under pressure and meet tight deadlines.Exceptional communication and interpersonal skills.Proficient in contact center technologies and software.Knowledge of industry best practices and trends in contact center operations.Ability to develop and implement strategies to improve customer satisfaction and operational efficiency.Apply safely
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