The Contact Center Manager (CCM) is responsible for overseeing the daily operations of the contact center, ensuring that key performance indicators (KPIs) are consistently met. This role requires a dynamic leader who can motivate and manage a team of Team Leaders and Agents while working closely with HR for recruitment and maintaining high staff engagement.
Key Responsibilities:
- Leadership and Coaching:Provide leadership and regular coaching to Team Leaders and Agents.
Foster a positive and vibrant environment for staff to thrive.
Conduct daily huddle sessions, team-building activities, and monthly coaching sessions.
- Operational Management:Manage the day-to-day running of the contact center.
Ensure effective resource planning to consistently achieve KPIs.
Monitor and analyze contact center performance metrics to identify areas for improvement.
- Staff Recruitment and Development:Collaborate with HR to ensure fast, effective, and quality staff recruitment.
Conduct consistent reviews of staff performance to identify training gaps and needs.
Implement training programs to enhance staff skills and performance.
- Issue Resolution:Take ownership and resolve any urgent or critical issues escalated by the Client or team.
Support the investigation and service recovery process in collaboration with the Client.
- Client Relationship Management:Work closely with Clients to ensure their satisfaction and address any concerns.
Support the investigation and service recovery process as required.
Qualifications:
- A recognized Degree.
- At least 5 years of experience in managerial positions within the contact center industry.
- Proven track record of achieving KPIs and managing a high-performing team.
- Strong leadership, coaching, and motivational skills.
- Excellent communication and interpersonal skills.
- Ability to work effectively with HR and other departments.
- Strong problem-solving skills and the ability to handle urgent and critical issues.
