Contact Centre Manager

2 days ago

WI United States Digicel Group Full time

Location: Kingston, JM, WI

Company: Digicel

Primary objective of the job:

  • The Contact Centre Manager is responsible for the hiring, training, and managing staff to handle customer service issues and delivering exceptional experiences through the customer care touchpoints.
  • The contact manager will be responsible to set, meet, and exceed goals by providing customer’s excellent service and helping motivate their team to do the same using key performance indicators.

Main Duties and Responsibilities:

  • Provides clear guidelines and direction for the Team Leaders to achieve their objectives.
  • Sets and manages team engagements to continuously improve the performance of employees, encouraging performance management, coaching, and goal setting.
  • Tracks, manages, and encourages the adherence to HR processes and policies.
  • Ensures a positive culture within the contact centre by reviewing and improving employee satisfaction levels.
  • Establishes operational targets, best practices, and training programs that support service, sales, quality, and efficiency standards.
  • Analyzes and develops key performance criteria and standards to monitor and manage the contact centre employees.
  • Develops collaborative partnerships with key stakeholders to maintain effective operations and deliver optimal results.
  • Prepares reports and analyzes contact centre data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
  • Holds recurring meetings with Team Leaders to make sure that objectives for the day are communicated and understood.
  • Delivers skip level meetings with agents to ensure the voice of the agent is heard and acted on.
  • Delivers ongoing coaching, development, and performance management within the contact centre.
  • Works cross-functionally with other department leaders to ensure that the objectives of the business are being met and outcomes are being delivered.
  • Monitors and drives performance across the operation, and prepares relevant reports for senior management.
  • Translates the business's short, medium, and long strategy into deliverable objectives for Team Leaders.
  • Identifies and addresses people issues, usually having responsibility for adhering to HR processes.

Academic qualifications and experience required:

  • Bachelor’s degree in Business Studies, Human Resources, or related field and/or equivalent professional qualification.
  • A minimum of 5 years’ experience in a customer service environment.
  • Minimum of 2 years supervisory experience (unless being promoted from within the department).
  • Certification in Microsoft Office Suite.

Functional Skills:

  • Excellent communication and presentation skills.
  • Ability to build strong rapport and effective relations with corporates, government, customers/clients, and internal stakeholders.
  • Ability to multi-task in a fast-paced environment.
  • Excellent ability to prioritize.
  • Ability to work well under pressure.
  • Knowledge of the Jamaica marketplace to effectively understand the changing market dynamics and translating them into actionable and practical strategies.
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