The Contact Centre Manager is responsible for overseeing the daily operations of the contact Centre, ensuring that customer service standards are met and exceeded. This role involves managing a team of customer service representatives, monitoring performance metrics, and implementing strategies to improve customer satisfaction and operational efficiency. The Contact Centre Manager plays a crucial role in maintaining a high level of customer service and ensuring that the contact Centre operates smoothly and effectively
Key Responsibilities:
- Team Management:
- Lead, mentor, and manage a team of customer service representatives.
- Conduct regular performance reviews and provide feedback to team members.
- Develop training programs to enhance the skills and knowledge of the team.
- Operational Oversight:
- Monitor and analyze key performance indicators (KPIs) such as call handling time, first contact resolution, and customer satisfaction scores
- Ensure that the Contact Centre meets its service level agreements (SLAs) and targets
- Implement and optimize Contact Centre technologies and processes to improve efficiency
- Customer Service Excellence:
- Develop and implement strategies to improve customer experience and reduce repeat calls
- Handle escalated customer complaints and ensure timely resolution.
- Conduct regular quality assurance checks to ensure high standards of service
- Reporting and Analysis:
- Prepare and present regular reports on Contact Centre performance to senior management
- Use analytics to gather insights from customer data and make informed decisions
- Track and report on agent performance and quality assurance metrics
- Collaboration and Communication:
- Work closely with other departments such as marketing, IT, and customer service to ensure seamless operations
- Communicate effectively with team members and senior management to align on goals and objectives
Qualifications:
- Bachelor's degree in business administration, Management, or a related field.
- Proven experience in managing a Contact Centre in leadership position for a minimum of 8+ Years
- Strong leadership and team management skills.
- Excellent communication and interpersonal skills.
- Proficiency in Contact Centre technologies and CRM systems
- Analytical skills to interpret data and make informed decisions