Skill diminta
CRMCall HandlingCommunicationCustomer ServiceDeliveryProject ManagementStakeholder Management
Deskripsi
Responsibilities
- Lead the end-to-end setup and implementation of the company's call center operations.
- Design and establish call center workflows, SOPs, and operational processes to ensure efficient customer service delivery.
- Collaborate with internal stakeholders and external vendors to implement call center systems, telephony, CRM, and related technologies.
- Define manpower planning, organizational structure, roles, and operational requirements for the call center.
- Develop service standards, quality assurance framework, call handling procedures, and escalation processes.
- Establish performance metrics, dashboards, and reporting mechanisms to monitor call center effectiveness.
- Coordinate user acceptance testing (UAT), system implementation, and go-live activities.
- Recruit, train, and prepare the initial call center team in collaboration with HR and business stakeholders.
- Identify risks during implementation and develop mitigation plans to ensure project milestones are achieved.
- Ensure project delivery is completed on time, within scope, and aligned with business objectives.
Qualifications
- Bachelor's degree in Business, Industrial Engineering, Information Systems, Management, or a related field.
- Minimum 5 years of experience in Call Center Operations, Customer Experience, Customer Service, or Contact Center Management.
- Proven experience leading
- call center setup, implementation, transformation, or expansion projects
- Strong understanding of call center operations, workforce management, quality assurance, service level management, and customer journey.
- Hands-on experience implementing
- Call Center Systems, CRM, IVR, Ticketing Systems, Omnichannel Platforms, or Contact Center Solutions
- Experience managing cross-functional projects involving IT, Operations, Customer Service, and external vendors.
- Strong project management, stakeholder management, problem-solving, and communication skills.
- Familiarity with project implementation methodologies and change management.
- Able to work independently in a project-based environment and deliver within tight timelines.