Contact Center Manager

Aramex; Larantuka; On-site; IDR 100,000,000 - 140,000,000; Full time

Job summary

Aramex in Indonesia is seeking a dedicated contact center supervisor to lead a team of customer service representatives and ensure top-tier support.

You will oversee daily operations, manage call volumes, and maintain service levels while fostering a collaborative environment that drives employee engagement and continuous improvement. The role emphasizes data-driven decision making and regular performance reporting to senior management.

Qualifications

• Experience leading a contact center team.
• Proficient in coaching and performance evaluations.
• Strong focus on customer service quality and engagement.

Responsibilities

• Manage and lead a team of customer service representatives, providing guidance, support, and mentorship.
• Conduct regular performance evaluations, coaching sessions, and feedback to help team members improve their skills and performance.
• Foster a collaborative and positive work environment by promoting teamwork, recognition, and employee engagement.
• Oversee the daily operations of the contact center to ensure the effective handling of inbound and outbound customer inquiries.
• Manage call volumes, workflows, and resource allocation to optimize efficiency and service levels.
• Ensure that customer service standards, response times, and resolution targets are met consistently.
• Develop and implement strategies to improve customer satisfaction and service quality.
• Monitor customer feedback, complaints, and issues to implement corrective actions as needed.
• Track and analyze KPIs, such as average handling time (AHT), first call resolution (FCR), and customer satisfaction (CSAT) scores.
• Prepare and present regular performance reports to senior management, highlighting achievements, challenges, and recommendations for improvement.
• Use data-driven insights to drive decision-making and implement improvements in the contact center's performance.
• Stay updated with industry trends and best practices to maintain a competitive edge.
• Identify training needs within the team and coordinate training programs to enhance skills and knowledge.
• Ensure that all team members are equipped with the necessary tools and resources to perform their roles effectively.
• Ensure adherence to company policies, procedures, and regulatory requirements.

Skills

Team leadership

Coaching

Performance management

Customer service excellence

Data analysis

KPIs tracking

Job description

• Manage and lead a team of customer service representatives, providing guidance, support, and mentorship.
• Conduct regular performance evaluations, coaching sessions, and feedback to help team members improve their skills and performance.
• Foster a collaborative and positive work environment by promoting teamwork, recognition, and employee engagement.
• Oversee the daily operations of the contact center to ensure the effective handling of inbound and outbound customer inquiries.
• Manage call volumes, workflows, and resource allocation to optimize efficiency and service levels.
• Ensure that customer service standards, response times, and resolution targets are met consistently.
• Develop and implement strategies to improve customer satisfaction and service quality.
• Monitor customer feedback, complaints, and issues to implement corrective actions as needed.
• Track and analyze KPIs, such as average handling time (AHT), first call resolution (FCR), and customer satisfaction (CSAT) scores.
• Prepare and present regular performance reports to senior management, highlighting achievements, challenges, and recommendations for improvement.
• Use data-driven insights to drive decision-making and implement improvements in the contact center's performance.
• Stay updated with industry trends and best practices to maintain a competitive edge.
• Identify training needs within the team and coordinate training programs to enhance skills and knowledge.
• Ensure that all team members are equipped with the necessary tools and resources to perform their roles effectively.
• Ensure adherence to company policies, procedures, and regulatory requirements.