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Contact Center Operations Director
1 week ago
You will play a key part in driving performance improvement and customer satisfaction as a Team Lead at Servify. With a strong focus on quality assurance and training, you will lead a team of 10-15 agents to deliver exceptional customer experiences. Your expertise in North American contact centers and leadership skills will enable you to make a significant impact on our organization.
Responsibilities:
- Oversee a team of 10-15 agents to ensure quality assurance and training.
- Drive performance improvement by minimizing shrinkage for both the in-house team and contact center partner.
- Maintain high levels of customer satisfaction by meeting KPIs for contact center operations.
- Develop and implement process improvements to enhance customer experience.
- Provide training and support to agents to ensure they have the necessary skills to deliver exceptional customer experiences.
- Analyze customer interactions and identify areas for improvement.
- Manage performance metrics, including NPS and C-SAT, to drive continuous improvement.
- Address customer complaints and concerns in a timely and effective manner.
- Collaborate with internal teams to optimize processes and improve service quality.
- Report performance metrics and insights to stakeholders.
