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Regional Contact Centre Manager
2 weeks ago
Position Summary
Role and Responsibilities
- Lead and drive regional contact centre operational excellence and strategy
- Review and optimize current contact centre setup and operations, which can include consolidation projects and setting up a centre of excellence
- Analyse trends and performances across various subsidiaries and report on key performance indicators. Follow up with underperforming subsidiaries to determine the root causes of underperformance. Monitor subsidiaries processes to ensure adherence to procedures and policies. Design/recommend suitable interventions which may require on-site presence to implement change.
- Analyse quantitative and qualitative data from customer feedback surveys to identify operational and process gaps and customer needs. Evaluate, organize and present data with the goal of highlighting useful information and supporting recommendations to improve overall customer satisfaction in the contact centre.
- Expert in contact centre systems and tools with in depth knowledge of how these systems work to support the overall customer satisfaction, productivity of agents and effectiveness of operations.
- Support Subsidiaries RFQ exercises for vendor selection as well as transition management in vendor change scenarios
- Organize regional workshop/conferences to create an inspiring team environment with an open communication culture
- Lead cross-functional projects and be a change agent.
Skills and Qualifications
- Bachelor's degree in any discipline with at least 5 years of relevant experience in service quality or consumer research functions in either hospitality or retail industries and/or e-commerce
- COPC certification and vendor management experience would be a plus
- Experience with feedback management & generating insights from VoC/NPS data for presentations to management and other departments
- Experience with conducting (qualitative and quantitative studies), ie, surveys, focus groups to gain better insights of key drivers of customer satisfaction.
- Understanding the end-to-end customer journey and develop action plans at each touchpoint to elevate the customers experience, with a focus on post-purchase experience
- Proven record of service process re-design and/or customer experience management capabilities would be an advantage.
- Experience with training in a contact centre environment would be a plus.
- Knowledgeable in reporting with Excel and PowerPoint
- Familiarity with Cloud platforms would be a bonus
- Leadership experience & ability to work in a team environment
LI-SEAO #LI-MidSenior
