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.