Contact Center Manager

Job Summary

We are seeking an experienced and customer-focused Contact Center Manager to lead and develop our contact center operations. The ideal candidate will be responsible for delivering the best of its class customer experience (CX), ensuring operational excellence, and improving performance against key service and problem-resolution KPIs.

This role requires strong leadership, analytical capability, and a passion for continuous improvement in a fast-paced service environment.

Key Responsibilities

1.      Customer Experience Excellence

• Ensure delivery of a premium, consistent, and seamless customer experience aligned with the brand positioning of a luxury limo service.
• Develop and implement customer service standards, scripts, and quality assurance processes.
• Handle escalations and ensure timely and satisfactory resolution of customer complaints.
• Continuously identify opportunities to enhance customer satisfaction and loyalty.

2.      Contact Center Operations Management

• Lead, coach, and supervise a team of contact center agents to achieve high performance.
• Manage daily operations including call handling, scheduling, workforce planning, and service levels.
• Ensure adherence to SLAs such as response time, call quality, and resolution time.
• Coordinate with internal teams (operations, drivers, dispatch, etc.) to resolve customer issues effectively.

3.      KPI Monitoring & Performance Management

• Define, track, and optimize key performance indicators, including:

- Customer Satisfaction (CSAT).

- First Call Resolution (FCR).

- Average Handling Time (AHT).

- Service Level and Response Time.

- Complaint Resolution Rate.

• Conduct regular performance reviews and provide coaching and feedback to agents.
• Implement corrective actions and improvement plans when KPIs are not met.

4.      Data Analysis & Reporting

• Monitor contact center performance through data analysis and reporting tools.
• Prepare daily, weekly, and monthly performance reports for management.
• Analyze trends, customer feedback, and operational data to identify gaps and improvement opportunities.
• Use insights to recommend and implement process enhancements.

5.      Team Leadership & Development

• Recruit, train, and mentor contact center staff.
• Foster a positive and high-performance team culture.
• Develop training programs to enhance communication, problem-solving, and service skills.
• Conduct regular team meetings and performance evaluations.

6.      Process Improvement & Quality Assurance

• Establish and monitor quality assurance frameworks.
• Implement best practices in call center management and customer service.
• Continuously improving processes to increase efficiency and service quality.