Contact Center Performance Manager Job Hiring in Fiji Islands for Centrecom PTE Limited
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Job Vacancy: Contact Center Performance Manager
Employer/Company: Centrecom PTE Limited
DMW Registration / Accreditation No.: 10469447
Job Location: Fiji Islands
Contact Center Performance Manager
Qualifications:
- Bachelor’s degree in Business Administration, Operations Management, Communications, or a related field
- Postgraduate qualification (e.g., MBA or relevant diploma) in Leadership, Strategic Management, or Customer Experience is highly desirable
- 5+ years of experience in a call center or customer service environment, with a strong operational focus
- 3+ years in a leadership or managerial role, overseeing performance, quality, and team development
- Proven experience in managing cross-functional teams and driving strategic initiatives
- Demonstrated success in improving customer satisfaction and operational KPI
Responsibilities:
- Partner with the Management Team to implement long-term strategic initiatives aligned with both company and client objectives.
- Lead a high-performing team of CCPAs, collaborating closely with Team Leaders and Coordinators to ensure consistent delivery of exceptional customer service.
- Drive operational excellence through continuous assessment and alignment of daily activities with business goals.
- Set, monitor, and report on key performance indicators (KPIs) and service level agreements (SLAs), including CSAT, NPS, FCR, and agent retention.
- Lead performance management initiatives in coordination with the Quality Assurance team, ensuring coaching plans and feedback are effectively executed.
- Conduct regular performance appraisals and quality checks on reports submitted by direct reports to ensure accuracy and accountability.
- Champion employee growth through tailored development plans, mentorship, and succession planning.
- Drive cross-training programs in collaboration with the Workforce Management (WFM) team to improve team flexibility and coverage.
- Partner with QA and HR to design, implement, and evaluate training programs that elevate agent performance and engagement.
- Foster a culture of continuous learning and upskilling across the operational team.
- Ensure adherence to legal, regulatory, and internal policy requirements, particularly in sensitive areas such as document management.
- Identify and implement process improvements that enhance efficiency, reduce operational risk, and improve customer outcomes.
- Partner with IT to align system updates or tool implementations with compliance standards, ensuring secure handling of sensitive data and adherence to relevant legislation and internal policies.
- Prepare and present data-driven operational reports to senior leadership, supporting decision-making and strategic planning.
- Act as the escalation point and key liaison during operational incidents, providing timely updates and managing stakeholder communications.
- Promote transparent and proactive communication within the team and across departments.
Requirements:
- Update and detailed Resume in Word format or PDF with a picture
- Employment Certificate
- Training Certificate
- Passport Copy
Walk-in applicants can visit us at:
Questcore Inc.
Address: Unit 701-702, Pryce Center Building, 1179 Chino Roces Avenue corner Bagtikan St., San Antonio Village, Makati
For manpower pooling only
No fees in any form and/or purpose will be collected from the applicants.
Beware of illegal recruiters and Human Trafficker.
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Contact Center Performance Manager”,
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Qualifications:
Bachelor’s degree in Business Administration, Operations Management, Communications, or a related field
Postgraduate qualification (e.g., MBA or relevant diploma) in Leadership, Strategic Management, or Customer Experience is highly desirable
5+ years of experience in a call center or customer service environment, with a strong operational focus
3+ years in a leadership or managerial role, overseeing performance, quality, and team development
Proven experience in managing cross-functional teams and driving strategic initiatives
Demonstrated success in improving customer satisfaction and operational KPI
Responsibilities:
Partner with the Management Team to implement long-term strategic initiatives aligned with both company and client objectives.
Lead a high-performing team of CCPAs, collaborating closely with Team Leaders and Coordinators to ensure consistent delivery of exceptional customer service.
Drive operational excellence through continuous assessment and alignment of daily activities with business goals.
Set, monitor, and report on key performance indicators (KPIs) and service level agreements (SLAs), including CSAT, NPS, FCR, and agent retention.
Lead performance management initiatives in coordination with the Quality Assurance team, ensuring coaching plans and feedback are effectively executed.
Conduct regular performance appraisals and quality checks on reports submitted by direct reports to ensure accuracy and accountability.
Champion employee growth through tailored development plans, mentorship, and succession planning.
Drive cross-training programs in collaboration with the Workforce Management (WFM) team to improve team flexibility and coverage.
Partner with QA and HR to design, implement, and evaluate training programs that elevate agent performance and engagement.
Foster a culture of continuous learning and upskilling across the operational team.
Ensure adherence to legal, regulatory, and internal policy requirements, particularly in sensitive areas such as document management.
Identify and implement process improvements that enhance efficiency, reduce operational risk, and improve customer outcomes.
Partner with IT to align system updates or tool implementations with compliance standards, ensuring secure handling of sensitive data and adherence to relevant legislation and internal policies.
Prepare and present data-driven operational reports to senior leadership, supporting decision-making and strategic planning.
Act as the escalation point and key liaison during operational incidents, providing timely updates and managing stakeholder communications.
Promote transparent and proactive communication within the team and across departments.”,
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