About Our Client
Our client is a global leader in providing technology solutions that enhance community living.
Job Overview:
We are seeking a skilled Contact Centre Manager to elevate service delivery, manage client relationships, and lead teams.
Key Responsibilities:
* Build strong client relationships and meet service expectations.
* Drive SLA improvements, manage issue resolution, and oversee performance reporting.
* Lead account management, including financial oversight and commercial negotiations.
* Inspire teams to achieve KPIs, implementing advanced reporting and technologies.
* Manage budgets and support business growth, client transitions, and change initiatives.
* Address escalated issues, conduct performance reviews, and improve customer service processes.
* Understand BPO and contact centre operations.
* A minimum of 10 years' experience in contact centre operations.
* Proven stakeholder management and relationship-building skills.
* Experience in leading tech-driven transformation in service delivery.
* Strong communication and leadership capabilities.
* Demonstrated ability to drive cultural change and system transitions.
This role requires a strategic thinker with excellent leadership and interpersonal skills.