Contact Center Manager

Responsibilities:

• Customer Experience: Gather and analyze customer feedback to identify areas for improvement, resolve escalated customer issues and implement solutions, and ensure all customer interactions reflect the company’s commitment to exceptional service.
• Operational Management: Lead and oversee the contact center’s daily operations, ensuring that SLAs are consistently met, manage workforce planning, scheduling, and resource allocation to align with business needs, monitor and analyze performance metrics.
• Team Leadership: Recruit, train and mentor team leaders, agents, and support staff, foster a positive and inclusive work environment that motivates staff and encourages collaboration, conduct performance reviews, set goals, and provide ongoing feedback to enhance team productivity.
• Process Improvement: Identify opportunities to improve processes, workflows, and technology to increase efficiency, develop strategies for managing peak times and reducing call volume through self-service options or alternative channels, collaborate with IT and other departments to implement new tools and systems that enhance service delivery.
• Quality Assurance: Develop and enforce quality standards, ensuring interactions meet regulatory and company guidelines, stay updated on industry regulations, data privacy laws, and compliance standards relevant to the contact center.
• Reporting and Analysis: Prepare and present reports on contact center performance to senior management, use data-driven insights to make informed decisions and implement improvement strategies.

Minimum Requirements:

• A minimum of a bachelor’s degree in business administration, management, or a related field.
• About 5 years work experience in a contact center environment, with at least 3 years in a managerial role (a healthcare, insurance, or finance experience) is an advantage.

Key Skills:

• Strong leadership and people management skills, with the ability to motivate and inspire teams.
• Strong problem-solving skills, with the ability to remain calm under pressure.
• Excellent communication skills (verbal and written), with a focus on clear and compelling customer interactions.
• Strong, detail-oriented analytical and organization skills; ability to problem solve proactively.
• Experience using CRM tools, contact center software, and workforce management systems.
• Attitude and passion for helping customers, with a commitment to providing an outstanding experience.

Personal Attributes:

• Strategic Thinker, Adaptability, Customer-Centric Mindset, Resilience, Attention to detail only shortlisted candidates will be contacted.

Kindly Note: Interested candidates should send their CVs to contactcentreagents@aspire-plus.com. Please note that only shortlisted candidates will be contacted.

Location: Accra Ghana.

Employment Type: Full Time