Contact Center Manager

     ● Team Supervision and Scheduling : Manage and oversee the contact center team, including creating and maintaining team rosters to ensure adequate staffing across shifts and channels.

    ● Customer Experience Oversight : Monitor customer interactions to ensure professionalism and adherence to service standards.

    ● Service Standards and SLA Management : Develop, implement, and monitor service standards, including Service Level Agreements (SLA), to ensure timely and effective responses to customer inquiries.

    ● Audit and Quality Assurance : Conduct regular audits of customer interactions to evaluate service quality, identify areas for improvement, and ensure compliance with company policies and standards.

    ● Training and Development : Identify training needs, organize skill enhancement programs, and support team members in staying updated on products, services, and industry best practices.

    ● Performance Monitoring : Track and analyze team performance metrics, providing constructive feedback and actionable recommendations for improvement.

    ● Problem-Solving and Escalation Handling : Resolve escalated customer issues and support the team in managing complex inquiries effectively.

    ● Process Optimization : Assist in designing and refining processes, work Folds, and resources to improve efficiency and service quality.

    ● Resource Management : Help maintain and update FAQs, response templates, and other tools to ensure consistent and accurate customer communication.

    ● Collaboration : Work closely with the manager and other departments to align team goals with overall business objectives and contribute to campaigns or company initiatives.