Job Description

The Contact Center Manager will oversee the Contact Centers in the APAC region, ensuring external vendors deliver excellent client experiences in line with company vision and brand standards. This role also involves driving vendors to implement operating standards, develop measurement metrics, conduct analyses, provide insights, and pursue continuous improvements.Adecco is partnering with a Luxury Retail company to hire a Contact Centre Manager for their APAC region. The suitable incumbent should have strong leadership and operational skills.The Job:

• Manage contact centers across the APAC region.
• Ensure an exceptional client experience at all touchpoints.
• Train and manage external vendors to uphold the company\'s operating standards.
• Develop measurement metrics, conduct analyses and provide insights that is aligned with brands\' standard.
• Set targets for team members in alignment with brand and vendor expectations, monitor progress, and assess performance.
• Provide feedback and participate in the annual performance appraisal process.
• Work with IT and marketing teams to ensure deliverables are achievable within business systems and continuously improve these systems.
• Collaborate with various internal departments to enhance contact center operations.

The Talent:

• At least 5 years of experience in contact center management, preferably within the luxury retail sector.
• Demonstrated leadership and project management skills with a proven track record.
• Experience in coaching and providing performance feedback.
• Experience in e-commerce or phone sales is a bonus.
• Proficient in using Windows and CRM tools.
• Excellent interpersonal and communication skills.

Next Step:

• Prepare your updated resume (please include your current salary package with a full breakdown such as base, incentives, annual wage supplement, etc.) and expected package.
• Apply through this application or send your resume to ruolin.xie@adecco.com in MS Word Copy. We\'d love to hear from you!
• We regret that only shortlisted candidates will be notified.

Xie Ruo LinDirect Line: 9651 3394
EA License No: 91C2918
Personnel Registration Number R23112003

Adecco