Job Summary
HCC is responsible for overseeing all operations and activities related to the Contact Center (both inbound and outbound), including customer service, telesales The primary objective is to ensure high levels of customer satisfaction, improve operational efficiency, and achieve defined performance and quality targets.
- Minimum Qualification : Bachelors
- Experience Level : Senior level
- Experience Length : 1 year
- Working Hours : Full Time
Job Description/Requirements
Key Responsibilities and Tasks
1. Strategic Leadership and Management
Develop and implement long-term and short-term strategies and objectives for the Contact Center in alignment with the company's overall goals.
Define and continuously monitor Key Performance Indicators (KPIs) such as Average Handle Time (AHT), First Call Resolution (FCR), and Customer Satisfaction (CSAT).
2. Operational and Performance Oversight
Supervise daily operations to ensure the smooth and efficient operation of all communication channels (phone, email, chat, etc.).
Analyze data and reports to identify weaknesses and opportunities for improvement in operations and customer experience.
Develop and implement Contact Center policies and procedures to ensure compliance with best practices and regulatory standards. 3. Team and Talent Management
Leading, training, and mentoring team managers and supervisors.
Overseeing the recruitment, selection, and onboarding processes for contact center staff.
Conducting periodic performance reviews, identifying training needs, and developing career growth plans for employees.
Motivating employees and creating a positive work environment that encourages productivity and employee retention.
Important Safety Tips
- Do not make any payment without confirming with the BrighterMonday Customer Support Team.
- If you think this advert is not genuine, please report it via the Report Job link below.
