
Deputy Manager
2 days ago
Job Purpose
To supervise daily operations and personnel aiming for maximum efficiency and cost-effectiveness. To ensure that technology is utilized to a maximum for process improvement and that tms are well-organized and productive.
Key Responsibilities
Functional
Responsibilities
- Managing the day-to-day performance of the Contact Centre Operations and expected to shape the future of a Contact Centre Operations being committed to deliver a great customer contact experience through a variety of customer contact channels
- To deliver a best-in-class service, meeting or exceeding the KPIs
- Manpower planning, Rostering and Designing call center strategy to implement short/long-term plans for achieving process objectives
- Evaluate and Analyze performance against call center metrics for your team and set targets to continuously improve agent productivity and call center efficiency
- Be responsible for the end-to-end customer contact processes and their associated customer experience, supporting company's initiatives to drive improvements, improve efficiency and reduce complaints
- Enhance the quality of customer interactions, ensuring quality assurance, compliance, regulatory and legal obligations are met across all interactions
Job Requirements
Qualifications
Graduate / Post Graduate
Experience
7-10 Years of proven experience of leading a service driven contact Centre operation with experience of managing an operation through periods of significant growth or change
Functional Competencies
Handled Call Centers for both Customer Service and Cross-Sell Processes
Experience in Outbound Sales Contact Centre Management and Operations Management
Experience with automation of processes through tech integration
Behavioral Competencies
Quality & Process Orientation
Strong analytical and decision-making skill
Strong customer-facing and communication skills
Problem Solving Skills
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