Main job duties and responsibilities:
• Oversee daily operations of the contact center across inbound, outbound, anddigital communication channels to ensure high service quality and efficiency.• Develop and implement strategies to improve key performance metrics includingfirst-call resolution, response time, service levels, and overall customersatisfaction.• Conduct regular quality assurance assessments to ensure adherence to scripts,communication standards, processes, and policies.• Manage relationships with outsourced contact center providers, ensuringcompliance with contractual SLAs and company standards.• Review and validate performance reports from outsourced vendors, conductingperiodic business reviews to ensure alignment and drive continuousimprovement.• Analyze operational and customer data to identify trends, root causes, andimprovement opportunities, and present insights to senior management.• Manage escalated customer complaints to ensure timely investigation, follow-up, and resolution.• Monitor and evaluate agents’ performance, setting clear KPIs, conductingperformance reviews, and implementing development and coaching plans.• Collaborate with internal teams to resolve systemic issues affecting customerexperience.• Lead workforce management activities including forecasting, scheduling, andresource allocation to meet service targets.• Ensure compliance with internal policies, data privacy regulations, and customerconfidentiality standards.• Prepare and present monthly, quarterly, and annual performance dashboards,highlighting results, challenges, and improvement plans.• Participate in annual budget planning and continuously optimize operationalexpenses without affecting service excellence.• Lead, mentor, and coach Contact Center teams, fostering a culture of highperformance, customer focus, and continuous improvement.
Job requirements:Educational background and previous experience:
• Bachelor’s degree in business administration, Communication, or a related field.• 7 years of experience in customer service or contact center operations withminimum 3–5 years in a supervisory or managerial role overseeing teams oroutsourced vendors. Knowledge and Functional Skills:• Strong knowledge of contact center technologies (CRM, IVR, ACD, workforcemanagement tools).• Strong analytical skills with the ability to interpret data, develop insights, andrecommend actions.• Excellent communication, leadership, and coaching skills.• Strong understanding of customer experience principles and KPI-drivenperformance management.• Ability to manage outsourced providers and ensure SLA compliance.• Problem-solving and conflict resolution skills.• Knowledge of quality assurance methodologies and customer handlingstandards.• Ability to manage budgets, optimize costs, and drive efficiency initiatives.• Proficiency in MS Office applications, especially Excel and Power BI (preferred).• High attention to detail, strong organizational skills, and the ability to workunder pressure.