Key Responsibilities
Lead, manage, and supervise the Contact Center team and daily operations
Monitor and improve Contact Center KPIs and service quality
Oversee customer interactions, handle escalations, and provide ongoing coaching and feedback
Analyze performance reports and customer feedback to identify improvement opportunities
Plan team schedules and optimize workforce productivity
Collaborate with cross-functional teams to enhance customer experience and service delivery
Train, develop, and evaluate Contact Center staff
Prepare management reports and present performance insights

Qualifications
Bachelor's degree in Management, Business Administration, Industrial Engineering, or a related field
Minimum 5 years of relevant experience, preferably in Contact Center or Customer Service management
Familiarity with CRM systems and Contact Center performance metrics
Strong analytical and reporting skills
Proficiency in Microsoft Office, especially Excel

Skills & Competencies
Leadership and team management
Strong communication and interpersonal skills
Customer-centric mindset
Problem-solving and analytical thinking
Attention to detail and strong organizational skills
Process improvement and continuous improvement mindset