Process Manager
eClerx · Muntinlupa
Position Summary: The Process Manager, Inbound Voice Contact Center, will oversee the daily operations of our inbound contact center. This role requires a dynamic leader who can manage and motivate a team of supervisors and agents, ensure customer satisfaction, and drive continuous improvement in service delivery. The ideal candidate will have a strong background in contact center management, excellent communication skills, and a strategic mindset.
Key Responsibilities:
- Leadership & Team Management:
- Lead, mentor, and develop a team of supervisors and contact center agents to ensure high performance.
- Foster a positive and inclusive work environment that encourages teamwork and continuous improvement.
- Operational Management:
- Oversee the daily operations of the inbound contact center to ensure efficient and effective service delivery.
- Monitor key performance indicators (KPIs) and implement strategies to achieve or exceed targets.
- Develop and implement policies and procedures to improve operational efficiency and customer satisfaction.
- Customer Experience:
- Ensure that the highest level of customer service is provided in every interaction.
- Handle escalated customer issues and complaints, ensuring prompt and satisfactory resolution.
- Analyze customer feedback and trends to identify areas for improvement.
- Strategic Planning & Execution:
- Develop and execute strategic plans to enhance contact center operations and achieve business objectives.
- Collaborate with senior leadership to align contact center goals with overall company strategy.
- Stay updated on industry trends and best practices to drive innovation and improvements.
- Performance Management:
- Conduct regular performance reviews and provide feedback to supervisors and agents.
- Identify training needs and coordinate with the training department to ensure staff development.
- Implement and manage incentive programs to motivate and reward high performance.
- Reporting & Analysis:
- Prepare and present regular reports on contact center performance, including call volume, response times, and customer satisfaction.
- Use data and analytics to identify trends, make informed decisions, and drive continuous improvement.
Qualifications:
- Bachelor's degree in any field.
- Minimum of 7 years of experience in contact center management
- Proven track record of leading and managing large teams in a high-volume contact center environment.
- Strong analytical and problem-solving skills, with the ability to make data-driven decisions.
- Excellent communication and interpersonal skills, with the ability to interact effectively with all levels of the organization.
- Proficient in contact center software and technologies.
- Strong organizational skills and attention to detail.