Senior Contact Center Manager - English speaking

1. Project management
• Establish and manage call center operations from scratch, including defining and implementing KPIs such as interaction quality, volume forecasting, intraday resource management, inbound sales, employee incentives, and performance tracking
• Make sure all KPIs are implemented successfully, by:
• Develop and execute detailed project plans encompassing resource allocation, testing, and training to meet organizational objectives
• Collaborate with stakeholders for project testing, UAT, and integration
• Lead meetings and training sessions to align project deliverables with customer requirements and expectations
• Work closely with the Service Management team and Project Trainer to ensure best practices and guidance for live chat and agent operations
• Monitor project progress, troubleshoot challenges, and implement necessary adjustments to meet goals
• Build and maintain strong customer relationships, ensuring customer satisfaction and retention
2. General management
• Provide accurate and timely updates to relevant departments
• Oversee account portfolios (quality, TAT, productivity) to ensure targets are met through rigorous supervision
• Partner with Operations Management for effective resource planning and allocation
• Identify and implement continuous improvement initiatives to optimize processes and reduce costs
• Ensure all deliverables are met in alignment with organizational objectives and client needs
3. Leadership and Support
• Supervise the Service Management team, offering guidance and support during project implementation
• Escalate issues beyond authority or with potential project risks to higher management
• Ensure the successful completion of additional tasks assigned by the Director of Operations