Contact Center Manager

Responsibilities:

• Inspect various operational systems of the organization to ensure accuracy, clarity, and establish guidelines for correcting and improving operations when errors are found, to achieve maximum efficiency and meet the specified goals.
• Manage and administer Knowledge Bases necessary for use as databases to accurately, thoroughly, and clearly answer customer questions, provide recommendations, and resolve issues. This includes addressing all inquiries, suggestions, complaints, and presenting other useful information to customers simultaneously.
• Supervise the management of customer complaints, requests, and feedback to ensure they are handled appropriately, promptly, and with a proper course of action, allowing supervisors at all levels involved to learn and implement these practices themselves for increased operational efficiency.
• Provide guidance, mentorship, and continuous development for subordinate supervisors to transfer knowledge to their subordinates and ensure they perform their duties in the same direction.
• Prepare or review various reports and other assigned tasks.

Qualifications:

• Bachelor's Degree in Business Administration, specializing in Marketing
• TOEIC score of 600 and above
• Over 10 years of experience in the service industry
• Over 7 years of experience in Call/Contact Centre management