Contact Center Manager

Position: Contact Center Manager (Ecare Manager)

Purpose of the Job:
The Ecare Manager is responsible for overseeing the daily operations of multiple contact center teams, including managing and motivating agents and leaders to achieve performance targets, enhance customer engagement, and ensure high levels of service quality. This role involves developing strategies to improve team performance, implementing best practices, and driving operational efficiency.

Key Responsibilities:

- Team Leadership and Development:
- Oversee the recruitment, training, and professional development of Ecare agents and leaders.
- Ensure the team is skilled, motivated, and equipped to achieve performance goals.
- Set performance goals, monitor performance, and provide support to meet individual and team objectives.

- Operational Management:
- Supervise daily operations to ensure compliance with company policies and industry regulations.
- Manage schedules and staffing levels to maintain adequate coverage and productivity.
- Implement and monitor metrics and KPIs to track performance and identify improvement areas.

- Strategy and Performance:
- Develop and execute strategies to meet performance targets and business objectives for the chat function.
- Analyze chat function data and trends to identify opportunities for process improvements and optimization.
- Collaborate with senior management to align chat function goals with the overall business strategy.

- Customer Satisfaction and Quality Assurance:
- Ensure high levels of customer satisfaction through effective chat handling and issue resolution.
- Implement best practices for customer engagement and communication.
- Address and resolve escalated customer complaints in a timely manner.
- Collaborate with the Quality Team to develop and maintain quality assurance programs to improve interaction quality.

- Reporting and Data Analysis:
- Prepare and present reports on chat function performance, including metrics and customer feedback.
- Use data insights to drive team performance and operational improvements.

- Compliance and Best Practices:
- Ensure compliance with all relevant laws, regulations, and company policies regarding chat function practices.
- Implement best practices for operational efficiency and customer service excellence.

Experience and Education:

- Bachelor’s degree in Business Administration, Management, or a related field, or equivalent work experience.
- Minimum of 6 years of proven experience in managing large contact center or customer service teams, with a strong preference for experience in live chat, social media, and email support.
- Strong leadership skills with the ability to lead, motivate, and develop a team.
- Analytical mindset with the ability to interpret data and make data-driven decisions.
- Proficiency in contact center software and CRM systems, preferably Sprinklr.
- Experience with AI bots and automated response systems, including implementing and optimizing these technologies to enhance chat function efficiency and customer interaction.

Leadership Behaviors and Skills:

- Strategic Thinking: Ability to develop and execute strategies that align with business objectives.
- Team Building: Expertise in fostering a motivated and high-performing team.
- Communication: Strong verbal and written communication skills.
- Problem Solving: Aptitude for addressing and resolving complex issues effectively.
- Adaptability: Capability to adapt to changing environments and emerging challenges.
- Customer Focus: Commitment to delivering exceptional customer service and improving the customer experience.