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کد آگهی: KP8322347871
استخدام Contact Center Senior Manager
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اسنپ فود | Snappfood
در تهران
اطلاعات شغل:
نوع همکاری: تمام وقت
مدرک تحصیلی مورد نیاز: کارشناسی
مهارت‌های مورد نیاز:
ارتباط با مشتریان و پشتیبانی
ارتباط با مشتری
مرکز تماس
پرداخت‌ها: توافقی
متن کامل آگهی:
Roles & Responsibilities:
- Participate actively in establishing Contact Center Strategy which can positively affect Customer Satisfaction and Improve Customer Loyalty. (supply and demand sides, etc.)
- Participate actively in providing solutions with other related teams/dept. and executing designed roadmap and making sure to achieve business requirements by following up with related teams/dept.
- Conducting effective resource planning to maximize the productivity of resources (people, technology etc.)
- Defining, providing and maintaining the contact center metrics (costs, customer service metrics, customer needs, etc.)
- Designing and implementing an effective process to collect and analyze all important data related to contact center metrics in order to find and cover detected pain points in partnership with other related teams.
- Executing and monitoring quality requirements that deliver intent and customer satisfaction goals
- monitoring the performance of the team and making sure that KPIs and OKRs and policies in the team are in the correct way.
- Design and manage a perfect team structure to facilitate Improve intera-team communications and coordination and align with organizational structure.
- Ensure the 24/7 effective and High-quality execution of all contact center programs and processes and presenting reports to stakeholders (C-levels and other related dept.).
- Exploring and executing advanced channels to promote Customer Relations services in line with the Technology Road map, Social Network and Digital Services.
- Lead and coach the team of sub-departments managers who manage front-line Contact Center agents.
- Provide coaching, feedback and annual performance reviews as well as formal corrective action.
- Developing objectives for the Contact Center’s day-to-day activities
Education:
- Bachelor’s or Master’s in Engineering, Business/Administration, Computer Science, Management, Finance or other related field/ MBA degree is plus.
Experience:
- Proven 3 or more years of hands-on managerial experience in customer care services and contact center, sales or after sales leadership roles or having relevant working experiences.
- Proven track record of outstanding performance in a previous complex enterprise.
Technical Competencies:
- Strong organizational knowledge of structures, culture, operational flows and process of contact center.
- Strong Knowledge of performance evaluation and customer service metrics
- Familiar with contact center QA procedures and tools
- Familiar with the company’s products and services and required workflows
- Familiar with AI and other advanced Contact Center solutions
- Having a systematic and holistic approach in planning and tracking
- Superior project management skills
- Familiar with e-Business infrastructure and ecosystem
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دوشنبه 24 اردیبهشت 1403، ساعت 17:09