Das ist der Job
Role Profile
Review and analyze workforce management data to consistently adhere to group quality standards.
Darum lohnt es sich
Offer guidance to team leads on the supplier side to consistently achieve agreed service level targets cost-effectively. Role Summary
The Regional Contact Center Manager will drive and facilitate service excellence by adopting best practices within the contact center.
This role involves identifying process gaps to create a seamless customer experience and managing coaching activities to reinforce strengths and address weaknesses across various sections of the Contact Center department. Maintain strong relationships with third-party outsourced partners.
Calibrate services between external and internal customer care staff. Provide regular feedback and reports to the Country Head of Customer Care to optimize resourcing decisions. Control the Contact Center’s cost efficiency, ensuring optimal levels of efficiency for first contact operations.
Confidently use all CRM and e-commerce systems to accurately record notes on orders and cases for all incoming and outgoing contacts. Collaborate closely with other internal departments to resolve issues affecting customer orders or returns, ensuring a seamless shopping experience.
Requirements
Bachelor’s degree in Business Management.
7 years of experience in managing Customer Care. Proficient with communication tools such as Ziwom, Zendesk, Genesis, etc. Previous CX ex
