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Contact Centre Manager
3 weeks ago
**Responsibilities**:
- Manage day-to-day operations of the contact centre, ensuring efficient and effective handling of customer inquiries, complaints, and requests.
- Develop and implement strategies to setup contact centre performance, including optimizing processes, workflows, and technology solutions.
- Lead and motivate a team of customer service representatives, providing coaching, training, and performance feedback to ensure high levels of productivity and customer satisfaction.
- Monitor key performance indicators (KPIs) and metrics to track contact centre performance and identify areas for improvement.
- Collaborate with other departments, such as sales, marketing, and operations, to ensure alignment of customer service initiatives with overall business objectives.
- Implement quality assurance measures to maintain service excellence and uphold company standards.
- Handle escalated customer issues and complaints, resolving them promptly and professionally.
- Stay abreast of industry trends and best practices in contact centre management and customer service.
**Qualifications**:
- At least 5 years of experience working as a contact centre manager role call centre management
- Proven leadership skills with the ability to inspire and motivate teams to achieve goals.
- Having experience in any aspects of an organization's contact centre policies, objectives, operations, and initiatives is a plus point.
- Strong analytical and problem-solving abilities, with a focus on continuous improvement.
- Excellent communication and interpersonal skills, with the ability to interact effectively with customers and colleagues at all levels.
