Manager (Contact Center Performance) Job Hiring in Fiji Islands for Centrecom PTE Limited

Career Opportunities in Fiji Islands!

Job Vacancy: Manager (Contact Center Performance)
Employer/Company: Centrecom PTE Limited
DMW Registration / Accreditation No.: 10469447
Job Location: Fiji Islands

Centrecom PTE Limited, a global BPO company in the Republic of Fiji, is looking for a dynamic leader to drive operational excellence across multiple projects and support teams. 

Manager (Contact Center Performance)

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 KP

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.
• Strong people leadership skills with the ability to motivate and guide teams
• Experience in supervising cross-functional teams and managing performance
• Conflict resolution and escalation handling
• Proficiency in monitoring KPIs such as CSAT, NPS, FCR, and service levels
• Ability to conduct audits, spot checks, and performance evaluations
• Familiarity with quality assurance frameworks and feedback mechanisms
• Excellent verbal and written communication skills Ability to compile and present operational reports clearly and accurately
• Skilled in internal communication during escalations or service disruptions
• Experience in coordinating and delivering training programs
• Mentoring and coaching skills to support team growth and development
• Collaboration with HR and QA teams on learning initiatives
• Strong understanding of operational procedures and compliance standards
• Ability to identify process gaps and recommend improvements
• Experience working with IT and support teams to resolve system issues
• Strong analytical skills to interpret performance data and trends
• Proactive in identifying operational challenges and implementing solutions
• Strategic thinking to align daily tasks with broader business goals
• High level of integrity and professionalism
• Adaptability and resilience in a fast-paced environment
• Customer-centric mindset
• Strong organizational and time management skills
• Collaborative and approachable leadership style

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.