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.

Role Profile

Review and analyze workforce management data to consistently adhere to group quality standards.
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.
Offer guidance to team leads on the supplier side to consistently achieve agreed service level targets cost-effectively.
Control the Contact Center’s cost efficiency, ensuring optimal levels of efficiency for first contact operations.