About the Role
The ideal candidate will be responsible for defining and implementing a customer contact strategy to meet customer expectations, while driving efficiency and productivity in inbound and outbound operations.
Key Responsibilities
* Contributes to defining the company's strategy and ensures its implementation and adaptation to call centers.
* Oversees the management of local call centers (outsourced) and tracks interactions to ensure customer expectations are met.
* Develops and implements operational dashboards to optimize internal KPIs and collaborates on workforce planning with the call center provider's management.
* Participates in the design and implementation of incentive schemes and drives the rollout and optimization of the customer contact strategy.
* Configures dialing rules, scripts, campaigns, priorities, and messaging, and develops initiatives to boost efficiency and productivity.
* Works with the call center provider to determine the most effective dialer setup and defines the technical configuration of dialers.
* Manages 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.
What We Offer
* A hybrid work model.
* A supportive and collaborative work culture.
* Opportunities for continuous professional development and career progression.