Job Description

Looking for a Contact Centre Asst. Manager

Looking for a Contact Centre Asst. Manager

A leading tech MNC

The Opportunity

• Adecco is partnering our client, one of the world\'s largest tech organizations
• We are looking for a Contact Centre Asst. Manager
• The role will start out as a contract
• Candidates who are immediately available/ able to start work within short notice will be preferred

The Talent

• 2 years of relevant experience in service quality or consumer research functions in either hospitality or retail industries and/or e-commerce
• COPC certification would be a plus
• Proven track record of analytical ability including generating insights from contact centre KPI metrics, and quantitative/qualitative studies to drive better customer experience and satisfaction from the Contact Centre channels (Voice, Chat, Email, Chatbot etc.)
• Proven record of service process re-design and/or customer experience management capabilities would be an advantage.
• Experience with training in a contact centre environment would be a plus.
• Experience with change management and system transformation would be a plus
• Intermediate to advanced proficiency in Tableau, Excel and PowerPoint
• Familiarity Cloud platforms would be a bonus

• Maintain, produce a dashboard for contact center/digital service related metrics and share monthly reports to the Subsidiaries
• Expert in contact centre systems and tools with in depth knowledge of how these systems work to support the overall customer satisfaction, productivity of agents and effectiveness of operations.
• Analyse trends and performances across various subsidiaries and report on key performance indicators. Follow up with underperforming subsidiaries to determine the root causes of underperformance.
• Monitor subsidiaries processes to ensure adherence to procedures and policies.
• Design/recommend suitable interventions which may require on-site presence to implement change.
• Analyse quantitative and qualitative data from customer feedback surveys to identify operational and process gaps and customer needs. Evaluate, organize and present data with the goal of highlighting useful information and supporting recommendations to improve overall customer satisfaction in the contact centre.
• Support Subsidiaries RFQ exercises for vendor selection
• Support cross-functional projects and be a change agent.
• Knowledge of digital service systems and standards and how these systems integrate with other traditional contact centre channels.

Next Step

• Prepare your updated resume (please include your current salary package with full breakdown such as base, incentives, annual wage supplement, etc.) and expected package
• Send your resume to Xinyang.liu@Adecco.com
• All shortlisted candidates will be contacted

Liu XinYang

EA Licence Number: 91C2918

Personnel Registration Number: R1988872

Adecco