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