Job Description
We are seeking a highly skilled and experienced professional to lead our call center operations as a Key Account Manager.
Key Responsibilities:
* Develop and implement strategies for call center management, ensuring alignment with business goals.
* Oversee the management of local call centers, including outsourcing arrangements.
* Monitor interactions to guarantee customer satisfaction and expectations are met.
* Design and implement operational dashboards to optimize internal KPIs.
* Collaborate on workforce planning, working closely with call center providers to achieve agreed-upon goals.
* Contribute to the design and implementation of incentive schemes.
* Drive the rollout and optimization of customer contact strategies.
* Configure dialing rules, scripts, campaigns, priorities, and messaging.
* Develop initiatives to enhance efficiency and productivity, minimizing idle time in inbound and outbound operations, and establish priorities.
* Determine the most effective dialer setup in collaboration with call center providers.
* Define technical configurations for dialers, including answering machine detection and nuisance call rates.
* Manage campaigns in real-time, adjusting priorities and filters as needed.
Requirements:
* A minimum of 4 years of relevant experience in a similar position.
* Proven experience in team management is mandatory.
* Strong analytical skills, business acumen, and a solid understanding of metrics, models, and systems.
* Excellent project management skills.
* Fluency in English is mandatory.
* Significant experience in digital tools and strategies is highly valued.
Benefits:
* Hybrid Work Model.
* A supportive and collaborative work culture.
* Opportunities for continuous professional development and career progression.