Regional Contract Manager

Responsibilities:

• Review/analyze workforce management data on a regular basis to ensure adherence to the group quality standards are consistently met.
• Ensure a good relationship with our third-party outsourced providers.
• Responsible for calibrating the service between external and internal customer care staff.
• Provide regular feedback and reports to the Country Head of Customer Care to ensure optimized decision-making can be undertaken with regards to resourcing.
• Provide help/guidance to team leads on the supplier side to ensure agreed service level targets are consistently achieved in a cost-effective manner.
• Assume the key role in controlling the Contact Center cost position by ensuring that the first contact is always running at optimal levels of efficiency and in the most cost-effective way.
• Use all CRM and E-commerce systems confidently and accurately add notes to orders and cases for all incoming and outgoing contacts.
• Work closely with other internal departments to ensure issues affecting customer orders or returns are resolved, enabling a seamless shopping experience.

Requirements:

• Bachelor's degree in business management.
• 7 years of experience in managing Customer Care.
• Understanding of all communications tools such as Ziwom, Zendesk, Genesis, etc.
• Past CX experience is a plus.