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

Career Opportunities in Fiji Islands!

Job Vacancy: Contact Center Manager
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 an experienced leader to oversee daily contact centre operations, guide teams, and drive service excellence. 

Contact Center Manager

Qualifications:

• Bachelor’s degree preferably in Business or a related field.
• A Certification in Six Sigma is desirable.
• A minimum of 2-3 years of experience in a related field, with at least five years of BPO management and experience in handling one or more of the following: Airline Reservations, Customer Service, Market Research, Travel, or Vehicle Rental Accounts
• Knowledge of computer software and tools relevant to BPO operations

Responsibilities:

• Manage the daily operations of the division, effectively coordinating with managers assigned to specific client accounts to ensure a seamless workflow and optimal productivity.
• Provide guidance and support to Customer Success Managers, supervisors and other team members, fostering a culture of collaboration and driving high-performance outcomes.
• Collaborate closely with Customer Success Managers and People & Culture Department to address any performance issues, conducting regular performance reviews that adhere to service standards.
• Partner with the Learning and Development department to establish programmes that facilitate continuous employee development, creating pathways f or growth and improvement
• Foster interdepartmental collaboration with teams such as Quality, and Training, aiming to enhance service quality and elevate overall performance levels
• Uphold exceptional client satisfaction by understanding their needs, managing deliverables, and cultivating strong client relationships.
• Conduct regular meetings with Customer Success Managers to address concerns and gather feedback, ensuring open lines of communication
• Spearhead the development and implementation of new processes or procedures to optimize efficiency and service quality.
• Formulate work plans and allocate assignments to Customer Success Managers, optimizing productivity, deepening product knowledge, and fostering customer satisfaction
• Perform operations and performance analytics through data analysis, report preparation, and assisting in data-driven decision-making processes.
• Communicate clearly and effectively with employees, managers, and stakeholders, fostering positive relationships and ensuring understanding across all levels of the comunication centre.
• Utilise relevant data and metrics proficiently to analyze trends, evaluate performance effectiveness, and make data-driven decisions for continuous improvement and optimization of communication centre practices.
• Make effective and pragmatic decisions based on the specific situation or context, ensuring optimal outcomes for the business
• Exhibit expertise in process management, client management, and six sigma methodologies
• Thrive in a fast-paced, dynamic environment by quickly adapting to changing needs, handling high workloads, multi-tasking and remaining flexible and resilient in the face of challenges.
• Demonstrate excellent organizational and time management abilities with meticulous attention to detail
• Demonstrate strong problem-solving and troubleshooting skills, exercising sound judgment in decision-making
• Inspire and mentor Centrecom staff, provide guidance and support, fostering collaboration with diverse stakeholders, and leading by example to create a positive and productive work environment
• Build trust by exemplifying ethical behavior, consistently applying principles and values in decision-making processes, and promoting an ethical culture at the Centre

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.