Contact Center Section Head

3 months ago

Tangerang, Indonesia Sinarmas Land Full time

**Job Descriptions**:

- Oversee the day-to-day operations of the contact center, ensuring smooth functioning, adherence to service level agreements (SLAs), and compliance with policies and procedures.
- Lead and manage a team of contact center agents, leaders and support staff by providing guidance, coaching, and training to enhance their skills and performance.
- Monitor key performance metrics, such as average handle time, first call resolution, customer satisfaction scores, and service level targets.
- Generate reports, analyze data, and identify areas of improvement or opportunities to enhance operational efficiency and customer service quality.
- Collaborate with cross-functional teams to enhance customer experiences across various touchpoints.
- Identify customer pain points and propose solutions to improve customer satisfaction.
- Handle customer complaints, complex inquiries, and escalations in a timely and efficient manner.
- Manage contact center budget, ensuring optimal utilization of resources while maintaining service level.
- Ensure compliance with relevant regulations, data protection policies, and industry standards within the contact center.

**Job Qualifications**:

- Minimum Bachelor’s degree in business administration, management, customer service or related major.
- Minimum 5-7 years of experience in contact center operations, customer service, or a related field, with 2 years experiences in progressive responsibility and leadership roles.
- Additional certification in contact center management or leadership can be advantageous.
- Strong understanding of contact center technologies, monitoring tools and workforce management software.
- Familiarity with customer experience strategies, customer journey mapping, and customer feedback management.
- Willing to be placed in BSD City.

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