Call Center Operations - Project Manager

Job Description:

We are seeking a highly motivated Call Center Operations & Projects Manager who thrives in a fieldwork-oriented role and is passionate about enhancing customer experiences in the Semi-Government Sector.

The Call Center Operations & Projects Manager will play a key role in driving effective and responsive strategies that align with the organization's objectives while fostering positive interactions and solidifying its reputation as a customer-first semi-government entity.

Job Requirements:

• Minimum of 3 years of professional experience in Call Center Customer Experience
• Bachelor's degree in IT field
• Proven track record in managing and improving customer experiences and managing call center teams and performance.
• Experience in designing and executing customer experience evaluations and measurement
• Ability to plan, organize, and oversee engaging customer-centric events and activities
• Familiarity with the Semi-Government Sector's operational protocols and compliance standards
• Exceptional interpersonal skills to interact with a diverse range of customers and stakeholders
• Demonstrated ability to respond to customer feedback and implement timely resolution
• Strong analytical skills to derive actionable insights from customer feedback.
• Project management expertise, with the ability to coordinate cross-functional teams and meet deadlines
• High level of professionalism and ability to handle sensitive customer information confidentially
• Strategic thinking skills to align customer experience initiatives with organizational objectives

Job Responsibilities:

• Actively engage in field work to measure and analyze customer experiences at various touchpoints
• Develop and maintain customer journey maps to ensure relevant and impactful customer interactions
• Collaborate with internal and external stakeholders to promote and sustain a customer-centric culture.
• Present comprehensive reports and recommendations to management on customer experience improvements.
• Oversee the implementation of customer experience strategies and monitor their effectiveness.
• Train and mentor staff on customer engagement techniques and best practices.
• Ensure compliance with organizational service standards and policies throughout the customer journey.
• Manage customer experience projects, ensuring they are delivered on time and within budget