Contact Center ManagerContact Center Manager

CMX solutions, Macedonia

CMX Solutions Dooel Skopje, a German company operating on the Macedonian market since February 2015, providing outsourced customer care services is announcing open job position Contact Center Manager.

 

Responsibilities:

  • Responsible for the workforce management in the contact center.
  • Ensure effective scheduling of front line contact center staff and call volume forecasting.
  • Implement and optimize the usage of Workforce Management tools within a Contact/Customer Service Center environment.
  • Real time monitoring of daily interval plan vs actual and make necessary adjustments to make goals.
  • Provide ongoing analysis of call center operations, planning and scheduling while identifying changes necessary to improve the level of quality and efficiency as measured by key usiness indicators (cost per call, cost per member, service level, occupancy, etc).
  • Compile reasons for missing standards and communicate to customers.
  • Plan overtime and time off as business conditions dictate; communicate overtime.
  • Work with the leadership team to provide analytical support and recommendations for staffing resources to meet objectives such as service levels, occupancy, cost per call, etc.
  • Coach and train processes and procedures to customers associated with real time adherence management, interval monitoring, standards reporting and dialer campaigns.
  • Work closely with the clients contacts so as to ensure delivery of impeccable service.

 

Required Qualifications:

  • Minimum 2 years prior experience on same or similar position in a Contact Center manager.
  • Knowledge of Call Center management best practices
  • Functional analytical skills (budgeting, costing, etc.)
  • Call Center Workforce Management System experience
  • Workforce Management experience is a plus
  • Process analytical skills in a call center environment
  • Good written and oral communication skills.
  • Must be a team player.
  • Fluent in English, both spoken and written (German will be considered a plus)

 

We offer:

  • Motivating working environment focused on progress and continuous growth
  • Possibility to be part of an international team and develop
  • Competitive remuneration package

Please apply below.

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By submitting the application I, hereby, consent CMX Solutions DOOEL Skopje to store the provided by me in relation to the recruitment process documents and personal data in order to use them in subsequent recruitment campaigns for a period of 3 years. I am informed I may withdraw my consent at any time. I am aware that if I withdraw my consent, however, CMX Solutions DOOEL Skopje will not be able to contact me for potential future recruitment procedures for positions that may be suitable for me.

* All data will be treated strictly confidential and used only internally for the recruitment process.