Senior Role – Call Center Management/Contact Center (10-15 yrs)

Senior Role – Call Center Management/Contact Center- Female only

– Ensures quality service and operational performance within the parameters of program and delivery standards.

– Analyzes operational processes, establishes escalation procedures and oversees training needs assessments to identify opportunities for service delivery improvements.

– Responsible for employee staffing and ensuring program training, including product knowledge, proper language/communication training and support of overall service requirements.

– Duties may also include contract negotiations, customer account relationship management and financial results (contact center profit and loss responsibility).

– Selects, develops and evaluates personnel to ensure the efficient operations of the function

– Works on issues where analysis of situation or data requires review of relevant factors. Exercises judgment within defined procedures and policies to determine appropriate action.

– Frequently interacts with subordinate supervisors and functional peer groups. Interaction normally requires the ability to gain cooperation of others, conducting presentations of technical information concerning specific projects or schedules.

– Provides direct supervision to professional individual contributors and/or skilled, support individual contributors (e.g., support personnel). Acts as advisor to unit or sub-units and may become actively involved, as required, to meet schedules and resolve problems.

– Hiring, training, coaching, and leading call center representatives as they provide support for customers.

– Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.

– Responsible for NPS (Net promoter score) for all the channels

KPIs

– Sales per agent

– Active waiting calls

– Longest call hold

– Peak hour traffic

– Revenue per successful call

– Call Center Status Metric

– Call abandonment

– Average handle time

– Cost per call

– Customer satisfaction

– After call work time

– Cost per contact