The purpose of the Manager, Contact Center (BPO) is for establishing, managing, and directing the execution of all the customer operations policies and processes; and managing the contact centre’s portfolio.

JOB SUMMARY

The purpose of the Manager, Contact Center (BPO) is for establishing, managing, and directing the execution of all the customer operations policies and processes; and managing the contact centre’s portfolio.

MAIN RESPONSIBILITIES

• Delivering service excellence daily in keeping with Amplia Communications Customer Service Philosophy
• Leads and manages the performance of the Customer Operations team through ongoing monitoring, coaching, and communication.
• Prepare performance targets, work schedules and rosters Client Service Representatives to ensure consistent service delivery
• Develop and execute a gap closure plan based on the CSMS audit findings
• Report to the General Manager on the implementation status of the CSMS throughout the company
• Manage the customer satisfaction survey process
• Monitor customer service KPIs and work with departments to ensure improvement
• Ensure that the Customer Service Philosophy and Service Standards are developed and embedded in the organization
• Ensure systems, procedures and resources are in place to deliver training
• Ensure there are systems and mechanisms in place for managing customer complaints
• Other related duties as required
• Recruit, supervise and continuously train the Customer Operations Team
• Work in partnership with all other departments (finance, marketing, engineering, etc.) to continually increase revenue and market share

REQUIREMENTS

• BS/BA in Management, Marketing or Customer Service strongly desired. 
• Minimum of 6-9 years' experience in associated discipline. 
• Minimum of 5 years' experience in a senior leadership role in a business unit or support organization. 
• Industry experience strongly desired. 
• Proven track record of success in similar role. 

KNOWLEDGE, SKILLS, AND ABILITIES

• Strong understanding of customer service and contact center operations.
• Excellent leadership, coaching, and team management skills.
• Good communication and interpersonal skills.
• Ability to analyze situations, solve problems, and make sound decisions.
• Strong organizational and time management skills.
• Flexibility and adaptability in a fast-paced environment.
• Commitment to delivering service excellence and driving results.