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We are seeking a skilled professional to manage and improve contact center activities, ensuring exceptional customer experience delivery and maximizing efficiency.
The ideal candidate will have experience in operational or cross-functional areas, with a strong understanding of contact center coordination and organization. They must be able to identify solutions and follow up end-to-end implementation throughout the organization.
Key responsibilities include:
- Ensuring SLAs and KPIs of the contact center customer service
- Addressing and reviewing BPO external providers' activities (forecasting and scheduling adherence, quality control, invoicing accuracy, etc.)
- Analyzing and addressing customer pain points on current procedures and scripts with internal departments
- Running root-cause analysis to identify possible improvements on current procedures based on quantitative and qualitative information from contact center and customer's feedback
- Identifying and implementing CC control and servicing processes that will improve advisors' performance
- Managing direct relationship with clients, including feedback, reporting, incidents, and account management
