Contact Center Manager

Job Description

In the story of Snappfood, we believe in creating value that goes beyond the ordinary. We are willing to establish innovative tendencies and are eager to have you on our team to help us get through our business challenges with creativity, intelligence, and agility.

We are waiting for you to continue this story.

Responsibilities:

• Oversee the daily operations of the contact center, ensuring optimal execution of processes and achievement of organizational goals.
• Develop and implement operational strategies for the contact center that align with overall company objectives and enhance the customer experience.
• Manage the performance of various teams, including Supervisors, team-leads and agents, ensuring the achievement of KPIs and other performance goals and provide continuous feedback to sub-teams.
• Coordinate with managers from various departments such as marketing, technology, and customer experience to improve processes and elevate customer satisfaction.
• Monitor and analyze performance data related to the contact center, identify weaknesses, and propose solutions to enhance efficiency.
• Plan and organize shift schedules to ensure effective and timely responses to customer needs.
• Work closely with the quality assurance (QA) team to monitor and improve the quality of services provided in the contact center.
• Prepare and present performance reports to senior management at specified intervals.
• Identify operational challenges, provide swift and effective solutions, and follow up on issues reported by sub-teams.
• Manage the contact center’s budget and resources, ensuring cost optimization and efficient use of human and technical resources.

Benefits:

• Credit for vacations, gym, and therapy.
• Social security and complementary insurance.
• An educational platform for advanced courses.
• Snappfood’s discount codes.
• Loans.

Requirements:

• Bachelor’s degree or higher in Management, Industrial Engineering, or related with experience and knowledge of working in e-commerce companies; or an MBA graduate. 
• At least 3 to 5 years of experience in a contact center, customer experience management, or similar roles.
• Proficiency in contact center processes and the ability to optimize them for improved efficiency and customer experience.
• Knowledge of Quality Assurance (QA) and Quality Control (QC) standards in contact center environments and familiarity with contact center performance tools and metrics (KPIs, OKRs), excellent tracking record of team productivity improvement, and ability to analyze data and produce accurate and actionable reports.
• Strong interpersonal and people management and development skills, communication and presentation, customer service, problem-solving, and conflict resolution skills.