Contact Centre Manager

Job Profile: Contact Centre Manager  

Primary objective of the job: 

• The Contact Centre Manager is responsible for the hiring, training, and managing staff to handle customer service issues and delivering exceptional experiences through the customer care touchpoints.
• The contact  manager  will  be responsible to set, meet, and exceed goals by providing customer’s excellent service and helping motivate their team to do the same using key performance indicators.

Main Duties and Responsibilities:

• Provides clear guidelines and direction for the Team Leaders to achieve their objectives
• Sets and manages team engagements to continuously improve the performance of employees, encouraging performance management, coaching and goal setting
• Tracks, manages and encourages the adherence to HR processes and policies
• Ensures a positive culture within the contact centre by reviewing and improving employee satisfaction levels
• Establishes operational targets, best practices and training programs that support service, sales, quality and efficiency standards
• Analyzes and develops key performance criteria and standards to monitor and manage the contact centre employees
• Develops collaborative partnerships with key stakeholders to maintain effective operations and deliver optimal results
• Prepares reports and analyzes contact centre data to improve processes, ensure resources are properly allocated and maximize efficiency and customer satisfaction
• Hold recurring meetings with your Team Leaders to make sure that objectives for the day are communicated and understood
• Deliver skip level meets with agents to ensure voice of the agent is heard and acted on
• Deliver ongoing coaching, development and performance management within the contact centre
• Work cross functionally with other department leaders to ensure that the objectives of the business are being met and outcomes are being delivered
• Monitoring and driving performance across your operation, and preparing relevant reports for senior management
• Translating the businesses short, medium and long strategy into deliverable objectives for your Team Leaders
• Identifying and addressing people issues, and usually having responsibility of adhering to HR processes

The duties listed above are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to that position.

Academic qualifications and experience required:

• Bachelor’s degree in Business Studies, Human Resources or related field/and or equivalent professional qualification
• A minimum 5 years’ experience in a customer service environment
• Minimum 2 year supervisory experience (unless being promoted from within the dept.)
• Certification in Microsoft Office Suite

Functional Skills:

• Excellent communication and presentation skills ·  
• Excellent communication and presentation skills · 
• Ability to build strong rapport and effective relations with corporates, government, customers/clients and internal stakeholders.
• Ability to multi-task in a fast paced environment 
• Excellent ability to prioritize
• Ability to work well under pressure
• Telecoms experience
• Strong problem solving skills 
• Knowledge of the Jamaica market place to effectively understand the changing market dynamics and translating them into actionable and practical strategies.
• Excellent negotiation skills