Contact Center Operation Manager
Posted on :
29-01-2024
Employer Active
1 Vacancy
The job posting is outdated and position may be filled
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Jobs by Experience
0 - 8 years
Monthly Salary
Not Disclosed
Salary Not Disclosed
Nationality
Any Nationality
Gender
Male
Vacancy
1 Vacancy
Posted on :
29-01-2024
Job Description
Req ID : 2480855
- Develop and implement strategies to improve operational efficiency and meet service level agreements
- Monitor and analyze key performance indicators to identify areas for improvement and implement corrective actions, and analyze the outcome and take the proper actions using COPC corrective action approach
- Ensure adherence to company policies and procedures, including quality assurance standards
- Handle escalated customer inquiries or complex issues, ensuring prompt resolution.
- Provide coaching and training to contact center agents to enhance their skills and performance
- Foster a positive work environment that encourages employee engagement, motivation, and retention.
- Prepare and present reports on contact center performance to senior management
- Manage staffing levels, shift schedules, and resource allocation to meet customer demand effectively according to WFM schedule to maintain the Center KPI’s.
- Manage contact center budget, including forecasting and cost control
- Drive initiatives to enhance the overall customer experience.
- Stay updated with industry trends and best practices in contact center operations
Employment Type
Full Time
Department / Functional Area
Key Skills
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