Contact Center Manager
Core
Lead end-to-end Contact Center function to deliver consistent, responsive, high-quality and compliant customer service across all interaction channels.
Role type
senior IC contact center manager
Builds
Call Center, Customer Service Center and Digital Services operations
Domain
Insurance / Financial Services / Customer Operations
Required skills
Contact center and multi-channel customer service management, Workforce and capacity planning, Complaint management and service recovery, Customer experience and service quality governance, Insurance or financial-services operations and regulatory requirements, Operational risk, data privacy and compliance controls, Performance analytics, reporting and continuous improvement
Preferred skills
Insurance or financial-services industry experience, Master's degree
Technologies
Contact Center Management, Workforce Management, Multi-Channel Service Operations, Complaint Management, Customer Experience, Service Quality, Regulatory Compliance, Operational Risk Control, Data Analytics, Process Improvement, Digital Service Adoption
Responsibilities
Define and execute the Contact Center strategy, operating model, service standards and governance, Lead integrated multi-channel service operations across Call Center, Customer Service Center and Digital Services, Oversee complaint management and service recovery, Improve customer experience and service quality by monitoring customer feedback and interaction trends, Strengthen risk management, data privacy, compliance and operational controls, Build leadership and operational capability through workforce planning and coaching
Seniority
Senior, hands-on IC