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Future Group Company is leading the localization market since 1994 with global subsidiaries serving North & Latin America, Asia, Europe, and MEA.
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We are hiring Service Delivery Manager for one of Future Group subsidiaries in BPO industry.
Job Summary:
As a Call Center Manager, you will be responsible for overseeing and managing the operations of a call center or contact center. Your primary objective is to ensure the delivery of excellent customer service, optimize call center performance, and achieve key performance indicators (KPIs) and service level agreements (SLAs). You will lead a team of call center representatives, supervisors, and support staff to achieve operational efficiency and customer satisfaction.
Responsibilities
- Manage and supervise the daily operations of the call center, including inbound and outbound call handling, customer inquiries, issue resolution, and escalation procedures. Ensure adherence to operational policies, procedures, and quality standards.
- Recruit, train, and develop call center staff. Set performance goals and expectations, conduct performance evaluations, and provide coaching and feedback to improve individual and team performance. Foster a positive and motivated work environment.
- Monitor and analyze call center performance metrics such as average handling time, call abandonment rate, first call resolution, service level, and customer satisfaction. Identify areas for improvement and develop strategies to enhance performance.
- Implement and maintain high-quality customer service standards. Ensure that customers receive prompt, efficient, and courteous service. Handle escalated customer issues and complaints, seeking resolutions and maintaining customer satisfaction.
- Continuously assess call center processes, workflows, and systems to identify opportunities for efficiency and effectiveness. Implement process improvements, automation, and technology solutions to optimize call center operations.
- Generate reports on call center performance, including key metrics, trends, and analysis. Present findings and recommendations to senior management. Utilize data-driven insights to make informed decisions and drive performance improvements.
- Foster effective communication and collaboration within the call center and with other departments or teams. Coordinate with workforce management, training, and quality assurance teams to align strategies and ensure consistent service delivery.
- Ensure compliance with relevant regulations, policies, and data security standards. Maintain confidentiality of customer information and adherence to privacy guidelines.
Requirements And Skills
- Experience in Telecommunication industry is a must
- At least 8 years of experience in the call center
- Fluency in English is a must
- Ability to work in a fast-paced and dynamic environment. Willingness to adapt to changing business needs and implement new strategies or technologies.
- Familiarity with call center software, customer relationship management (CRM) systems, and telephony systems. Proficiency in using productivity and reporting tools.
- Strong analytical and problem-solving abilities to assess data, identify trends, and make data-driven decisions.
- Ability to handle and resolve complex operational issues.
Work Location:
Work Conditions:
Hybrid
