Our client, a globally operating business in the IT sector, is currently seeking a Contact Centre Manager to join their team on a fixed-term basis.
The successful individual will have deep and strong knowledge of business practices in Customer Service and business application knowledge. Familiarity of CaaS System such as SAP, Salesforce, Hybris etc. and its process is essential.
This role focuses on optimising Contact Centre operations across local and European levels, leveraging technology and data-driven insights, including:
1. Performance analytics: Analyse cross-channel metrics (voice, chat, social messaging, in-app) using BI tools and collaborate with HQ and subsidiaries to set KPIs and benchmarks.
2. Operational optimisation: Conduct BPO audits, mystery shopping, and customer experience surveys to enhance CX, utilising data analytics and automation.
3. Issue resolution: Address local and regional quality issues through regular syncs with stakeholders via teleconferencing and collaborative platforms.
4. Policy and process automation: Develop and implement European CS guidelines, leveraging AI-driven solutions for consistency across touchpoints and ensuring SLA adherence.
5. Cost efficiency: Conduct regular cost analysis using financial tools and predictive models to optimise resource allocation and reduce operational overhead.
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