Customer Service Centre Manager

Summary

The Customer Support Centre Manager is responsible for the strategic and day-to-day operational management of the customer support centre, ensuring the delivery of exceptional customer service and the achievement of key performance indicators (KPIs).

Responsibilities

• Strategic Operational Leadership:

  • • Work with the Customer Experience leader to develop and implement strategic plans to optimize the support centre operations and achieve business objectives.
  • • Monitor and analyze industry trends and best practices to identify opportunities for improvement.
  • • Collaborate with senior management to develop and manage support centre budgets and forecasts.
  • • Drive continuous improvement initiatives to enhance efficiency, effectiveness, and customer satisfaction.
  • • Ensure compliance with relevant industry regulations and data privacy standards.

• Operational Management & Performance:

  • • Oversee all aspects of support centre operations, including workforce management, technology, and quality assurance.
  • • Monitor and analyze key performance indicators (KPIs) such as call volume, average handle time, abandonment rate, and customer satisfaction scores.
  • • Develop and implement strategies to achieve and exceed service level agreements (SLAs).
  • • Identify and address operational bottlenecks and inefficiencies.
  • • Collaborate with vendors and the IT team to ensure the proper functioning of support centre technology and systems, including telephony, CCaaS, CRM, and workforce management tools.
  • • Manage and optimize call flows, scripts, and IVR systems.

• Workforce Management & Optimization:

  • • Develop and implement workforce management strategies to ensure adequate staffing levels and optimize resource utilization.
  • • Forecast call volume and staffing needs based on historical data and trends.
  • • Manage agent scheduling, attendance, and leave requests.
  • • Monitor real-time adherence to schedules and make necessary adjustments to address staffing shortages or overages.
  • • Optimize agent productivity and efficiency through effective coaching and training.
  • • Full participation in all strategic improvement programs and initiatives of the company.

• Team Leadership & Development:

  • • Lead and mentor a team of support centre supervisors and customer support representatives.
  • • Develop and implement performance management strategies to drive individual and team performance.
  • • Foster a positive and motivating work environment that encourages teamwork and high morale.
  • • Conduct regular team meetings and one-on-one sessions to provide feedback and support.
  • • Recruit, train, and develop support centre staff.

• Customer Service & Quality Assurance:

  • • Maintain a strong focus on delivering exceptional customer service.
  • • Implement and monitor quality assurance programs to ensure consistent service standards.
  • • Analyze customer feedback and implement improvements to enhance customer satisfaction.
  • • Handle escalated customer complaints and resolve complex issues.
  • • Implement and monitor customer satisfaction surveys.

• Technology & Systems Management:

  • • Ensure the proper functioning of support centre technology and systems, including telephony, CRM, and workforce management tools.
  • • Troubleshoot technical issues and coordinate with IT support for timely resolution.
  • • Manage user accounts and permissions within support centre systems.
  • • Assist with the implementation and maintenance of call flows, scripts, and IVR systems.
  • • Stay up to date on support centre technology advancements and best practices.

Required Skills

• • Strong understanding of support centre technology and systems (e.g., CCaaS platforms, telephony, CRM, Quality Management, WFM).
• • Excellent leadership, communication, and interpersonal skills.
• • Strong analytical and problem-solving skills.
• • Ability to work in a fast-paced and dynamic environment.

Qualifications

• • Bachelor's degree in business administration, management, or a related field.
• • Minimum 3 years of experience in leadership roles within a contact centre or business process outsourcing environment.
• • Proven track record of achieving and exceeding support centre KPIs.

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