Responsibilities :

REQUIREMENT

1. Educational Background:

• Bachelor’s degree in Business Administration, Management, Telecommunications, or a related field.
• Advanced degree (MBA or equivalent) preferred.
  

• 10+ years of experience in contact center operations, with at least 5 years in a leadership role.
• Proven experience in the telecommunications industry is highly desirable.
• Experience in managing large teams and complex projects.

3. Skills and Competencies:

• Strong leadership and people management skills.
• Excellent communication and interpersonal skills.
• Proficiency in contact center technologies and CRM systems.
• Strong analytical and problem-solving abilities.
• Knowledge of industry best practices and regulatory requirements.
• Ability to drive performance and process improvements.
• Financial acumen with experience in budgeting and cost management.

• Familiarity with telephony systems, call routing, IVR (Interactive Voice Response) systems, and workforce management tools.
• Proficient in data analysis and reporting tools.
• Understanding of customer experience metrics and KPIs.

5. Additional Requirements:

• Ability to work in a fast-paced and dynamic environment.
• Strong organizational and multitasking skills.
• Willingness to work flexible hours, including evenings and weekends, as needed.

• Oversee daily operations of the contact center to ensure efficient service delivery.
• Develop and implement operational strategies, policies, and procedures.
• Ensure compliance with company policies, industry standards, and regulatory requirements.

• Set performance goals and KPIs for the contact center.
• Monitor and analyze performance metrics to identify areas for improvement.
• Implement corrective actions to address performance issues.

• Lead, coach, and mentor a team of contact center managers and supervisors.
• Foster a positive and productive work environment.
• Oversee recruitment, training, and development of staff.

• Ensure high levels of customer satisfaction and service quality.
• Implement customer feedback mechanisms and continuously improve service delivery.
• Address escalated customer issues and complaints.

• Identify and implement process improvements to enhance efficiency and productivity.
• Utilize technology and automation to streamline operations.
• Conduct regular reviews of operational processes and implement best practices.

• Develop and manage the contact center’s budget.
• Monitor expenses and implement cost-saving initiatives.
• Ensure financial targets are met or exceeded.

• Contribute to the development of the company’s strategic goals and objectives.
• Align contact center operations with the company’s strategic vision.
• Participate in cross-functional initiatives and projects.

• Collaborate with other departments (e.g., Sales, Marketing, IT) to achieve business objectives.
• Maintain strong relationships with key stakeholders, including customers, partners, and vendors.

• Prepare regular reports on contact center performance for senior management.
• Use data analytics to drive decision-making and strategic planning.

• Stay updated with the latest trends and technologies in contact center operations.
• Implement innovative solutions to enhance customer experience and operational efficiency.