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Contact Center Manager

Contact Center Manager

Pacifica ContinentalCABA, Buenos Aires, AR
Hace más de 30 días
Tipo de contrato
  • Quick Apply
Descripción del trabajo

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.
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