Contact Center Manager - Pacifica Continental

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 Title: Contact Center Manager

Division: Contact Center Operation

Team/Group: Customer Satisfaction

Role Objective

• Responsible for SEASA’s Contact Center operation through all the 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 contents. Also responsible for all the customer´s 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.

Minimum Requirements

• Academic Background: Graduated student from the careers of Administration, Psychology Industrial Engineering or similar.
• Professional Experience: At least 5 years of experience in Customer Service, Customer Care or Customer Experience. Preferred: Telcos, tech, consumer electronics.
• Specific knowledge / skills: Leadership of operations of Contact Center/Customer Relations/Call Center. CRM platform.
• Languages: Fluent English

Areas of responsibility

Customer Experience Management

• Maximize customer satisfaction by collecting, analyzing and resolving customer requirements through contact center operation.
• Analyze all the processes that customers experience and participate in providing suitable customer services accordingly

- Measurement Criteria: FCR, NPU, VOC indicators

Quality Management

• Responsible for area KPIs.
• Analysis regarding metrics and improvement resolutions.
• Communicate with customers for customer quality control and carry out activities to secure quality competitiveness of our company and customers.
• Responsible for surveys administration, results follow up and improvement plans

- Measurement Criteria: percentage for each indicator. CPR, RCR, CAR, SL, CSS, NPS

Customer Support Management

• Responsible for vendor operation, SLA, quality and control.
• Provide efficient solutions to customers by developing and operating online contents.
• Perform activities for customer support by developing contents for customers to find solutions for problems through online

- Measurement Criteria: FCR indicator

Remote Customer Support

• Solve customer inconveniences via remote system, and perform to improve customer satisfaction and reduce service costs.

- Measurement Criteria: percentage of interactions with remote support over the total of interactions.

Market Research Management

• Analyze to apply customer feedback and measurement of customers' purchase tendency to new product development and marketing.
• Provide insight based on market research, benchmarks, competitors or other subsidiaries best practices.
• Benchmark with other LAO subs to understand team structure and try to replicate best practices.

- Measurement Criteria: LAO's best practices sessions attendance.

Others

• HQ point of contact.
• PIC of weekly follow up meetings with CS Managers, HoD, eStore vendors, and other stakeholders

Hybrid modality.