Contact Center Manager

At Pacifica Continental, we are currently working with a leading global electronics company in search of a Contact Center Manager to join their team! Position Title: Contact Center Manager Division: Contact Center Operation Team/Group: Customer Satisfaction Role Objective ● Responsible for SEASA’s Contact Center operation through all the channels: call center, chat, Samsung.com, etc. ● Maximize customer satisfaction by collecting, analyzing and resolving customer requirements through call center operation. ● Provide efficient solutions to customers by developing and operating online contents. Also responsible for all the customer´s VOC and claims. ● Focus on providing the best solution for the customer and the company, analyzing cost for the company and offering to the customer. Minimum Requirements ● Academic Background: Graduated student from the careers of Administration, Psychology Industrial Engineering or similar. ● Professional Experience: At least 5 years of experience in Customer Service, Customer Care or Customer Experience. Preferred: Telcos, tech, consumer electronics. ● Specific knowledge / skills: Leadership of operations of Contact Center/Customer Relations/Call Center. CRM platform. ● Languages: Fluent English Areas of responsibility Customer Experience Management ● Maximize customer satisfaction by collecting, analyzing and resolving customer requirements through contact center operation. ● Analyze all the processes that customers experience and participate in providing suitable customer services accordingly - Measurement Criteria: FCR, NPU, VOC indicators Quality Management ● Responsible for area KPIs. ● Analysis regarding metrics and improvement resolutions. ● Communicate with customers for customer quality control and carry out activities to secure quality competitiveness of our company and customers. ● Responsible for surveys administration, results follow up and improvement plans - Measurement Criteria: percentage for each indicator. CPR, RCR, CAR, SL, CSS, NPS Customer Support Management ● Responsible for vendor operation, SLA, quality and control. ● Provide efficient solutions to customers by developing and operating online contents. ● Perform activities for customer support by developing contents for customers to find solutions for problems through online - Measurement Criteria: FCR indicator Remote Customer Support ● Solve customer inconveniences via remote system, and perform to improve customer satisfaction and reduce service costs. - Measurement Criteria: percentage of interactions with remote support over the total of interactions. Market Research Management ● Analyze to apply customer feedback and measurement of customers' purchase tendency to new product development and marketing. ● Provide insight based on market research, benchmarks, competitors or other subsidiaries best practices. ● Benchmark with other LAO subs to understand team structure and try to replicate best practices. - Measurement Criteria: LAO's best practices sessions attendance. Others ● HQ point of contact. ● PIC of weekly follow up meetings with CS Managers, HoD, eStore vendors, and other stakeholders Hybrid modality.