Contact Center Manager

hace 3 días

Buenos Aires, Argentina Mural A tiempo completo

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 Details Title: Contact Center ManagerDivision: Contact Center OperationTeam/Group: Customer Satisfaction Role Objective Responsible for SEASA’s Contact Center operation across all 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 content. Responsible for all customer 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. Key Responsibilities Customer Experience Management Maximize customer satisfaction by collecting, analyzing and resolving customer requirements through contact center operation. Analyze all processes that customers experience and participate in providing suitable customer services accordingly. Measure FCR, NPU, VOC indicators. Quality Management Responsible for area KPIs. Analyze metrics and improvement resolutions. Communicate with customers for quality control and carry out activities to secure quality competitiveness. Responsible for survey administration, results follow up and improvement plans. Measure indicator percentages. Customer Support Management Responsible for vendor operation, SLA, quality, and control. Provide efficient solutions to customers by developing and operating online content. Perform activities to develop customer self‑service content. Measure FCR indicator. Remote Customer Support Resolve customer inconveniences via remote system and improve customer satisfaction and reduce service costs. Measure percentage of interactions with remote support over the total interactions. Market Research Management Analyze customer feedback and purchase tendencies for new product development and marketing. Provide insight based on market research, benchmarks, competitors and best practices. Benchmark with other LAO subsidiaries to replicate best practices. Measure attendance at LAO's best practices sessions. Others HQ point of contact. Lead weekly follow‑up meetings with CS Managers, HoD, eStore vendors and stakeholders. Minimum Qualifications Academic background: Graduated in Administration, Psychology, Industrial Engineering or similar. Professional experience: At least 5 years in Customer Service, Customer Care or Customer Experience. Preferred industries: Telcos, technology, consumer electronics. Leadership of operations in Contact Center/Customer Relations/Call Center. Experience with CRM platform. Fluent in English. Hybrid modality. Powered by JazzHR. #J-18808-Ljbffr

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