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.
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