Contact Center Manager

JOB TITLE:  Contact Center Manager

DEPARTMENT: Customer Care HAITI

REPORTS TO (TITLE):  Head of Department

Primary objective of the job:

The Contact Center Manager is responsible for the overall leadership, performance, and strategic direction of the contact center. This role is accountable for driving operational excellence, achieving key performance indicators, and fostering a high-performance culture across the Team Leaders and their respective teams. The manager ensures the delivery of exceptional customer service, optimal resource allocation, and continuous improvement in alignment with the organization's goals.

NUMBER OF PERSONS MANAGED/SUPERVISED AND THEIR POSITIONS:

• Between 3 to 5 Team Leaders

MAIN DUTIES AND RESPONSIBILITIES:

• Develop and implement operational strategies, targets, and best practices to achieve service, quality, sales, and efficiency standards.
• Translate the organization's short, medium, and long-term strategy into actionable objectives for the contact center.
• Monitor and drive overall contact center performance, preparing detailed reports and analysis for senior management.
• Ensure optimal allocation of resources to maximize efficiency and customer satisfaction.

• Provide direct leadership, coaching, and performance management to Team Leaders, ensuring they are equipped to lead their teams effectively.
• Foster a culture of continuous improvement, accountability, and high employee engagement.
• Conduct regular one-on-one and team meetings to communicate goals, provide feedback, and resolve challenges.
• Facilitate skip-level meetings with agents to gather feedback, recognize achievements, and address concerns

• Establish, analyze, and manage key performance criteria (KPIs) to monitor employee and team performance.
• Identify trends, areas for improvement, and opportunities for enhancing customer experience and operational efficiency.
• Oversee the development and delivery of training programs to build team competencies.

• Build and maintain collaborative partnerships with key internal stakeholders to ensure seamless operations.
• Work cross-functionally with other department leaders to align business objectives and deliver integrated outcomes.

• Uphold and ensure adherence to all HR policies, processes, and compliance standards within the contact center.
• Proactively identify and address people-related issues to maintain a positive, fair, and productive work environment.

ACADEMIC QUALIFICATIONS AND EXPERIENCE REQUIRED

• Bachelor’s degree in business administration, Management, or a related field.
• Minimum of 5 years of experience in a contact center or customer service environment, with at least 3 years in a managerial role overseeing team leaders.
• Proven track record of managing large teams and improving operational KPIs.

FUNCTIONAL SKILLS:

• Exceptional ability to lead, motivate, and develop large teams in a fast-paced environment.
• Outstanding verbal and written communication skills in both French and English. Communicates with clarity, transparency, and professionalism.
• Strong analytical and problem-solving skills with a data-driven approach to decision-making.
• Highly effective organizational, time-management, and multitasking abilities.
• Excellent interpersonal skills with the ability to manage confidentiality, build relationships, and influence stakeholders.

JOB TITLE:  Contact Center Manager

DEPARTMENT: Customer Care HAITI

REPORTS TO (TITLE):  Head of Department

Primary objective of the job:

The Contact Center Manager is responsible for the overall leadership, performance, and strategic direction of the contact center. This role is accountable for driving operational excellence, achieving key performance indicators, and fostering a high-performance culture across the Team Leaders and their respective teams. The manager ensures the delivery of exceptional customer service, optimal resource allocation, and continuous improvement in alignment with the organization's goals.

NUMBER OF PERSONS MANAGED/SUPERVISED AND THEIR POSITIONS:

• Between 3 to 5 Team Leaders

MAIN DUTIES AND RESPONSIBILITIES:

• Develop and implement operational strategies, targets, and best practices to achieve service, quality, sales, and efficiency standards.
• Translate the organization's short, medium, and long-term strategy into actionable objectives for the contact center.
• Monitor and drive overall contact center performance, preparing detailed reports and analysis for senior management.
• Ensure optimal allocation of resources to maximize efficiency and customer satisfaction.

• Provide direct leadership, coaching, and performance management to Team Leaders, ensuring they are equipped to lead their teams effectively.
• Foster a culture of continuous improvement, accountability, and high employee engagement.
• Conduct regular one-on-one and team meetings to communicate goals, provide feedback, and resolve challenges.
• Facilitate skip-level meetings with agents to gather feedback, recognize achievements, and address concerns

• Establish, analyze, and manage key performance criteria (KPIs) to monitor employee and team performance.
• Identify trends, areas for improvement, and opportunities for enhancing customer experience and operational efficiency.
• Oversee the development and delivery of training programs to build team competencies.

• Build and maintain collaborative partnerships with key internal stakeholders to ensure seamless operations.
• Work cross-functionally with other department leaders to align business objectives and deliver integrated outcomes.

• Uphold and ensure adherence to all HR policies, processes, and compliance standards within the contact center.
• Proactively identify and address people-related issues to maintain a positive, fair, and productive work environment.

ACADEMIC QUALIFICATIONS AND EXPERIENCE REQUIRED

• Bachelor’s degree in business administration, Management, or a related field.
• Minimum of 5 years of experience in a contact center or customer service environment, with at least 3 years in a managerial role overseeing team leaders.
• Proven track record of managing large teams and improving operational KPIs.

FUNCTIONAL SKILLS:

• Exceptional ability to lead, motivate, and develop large teams in a fast-paced environment.
• Outstanding verbal and written communication skills in both French and English. Communicates with clarity, transparency, and professionalism.
• Strong analytical and problem-solving skills with a data-driven approach to decision-making.
• Highly effective organizational, time-management, and multitasking abilities.
• Excellent interpersonal skills with the ability to manage confidentiality, build relationships, and influence stakeholders.