Contact Centre Manager

at  Fujifilm

SKILLS & EXPERIENCE

Ideally you will have strong leadership skills and excellent time management. Along with this, you will also have:

• Previous experience in managing Contact Centres both inbound and outbound
• Previous experience in people management and team leadership with a proven track record of creating and leading high performing teams
• Demonstrated experience building effective business and stakeholder relationships
• Demonstrated experience managing vendor relationships
• Proficiency in call centre software and performance metrics
• Ability to analyse data and implement improvements based on insights

We are seeking a motivated and experienced Contact Centre Manager to lead the FBNZ Contact Centre.
Reporting to the Head of Contracts and Billing, the position of is responsible for managing the Support Functions including the CSG Contact Centre (Directly) and the FBNZ Contact Centre (Indirectly) to ensure delivery of exceptional customer service via Contact Centre operations

Other duties include:

• Managing the daily operation of the local Contact Centre
• Provide escalation points for resolution to customer issues
• Ensure all inbound enquiries are resolved in accordance with agreed KPI’s
• Be the PIC for monthly reviews with offshore FBNZ Contact Centre and managing actions resulting from these meetings
• Ensure seamless communication with the offshore Contact Centre and Regional Support Centre
• Identifying continuous improvement opportunities collaboratively with FBAP & FBSSC across the remote services function
• Direct Management of the local Contact Centre
• Support Team Leaders with management of the team, allocating work while ensuring effective use of team skills and achievement of deadlines, as well as offering guidance and assistance when required
• Monitoring and reporting on the performance of the Contact Centre to relevant member of the Leadership team
• Maintain Relationship with team in Kuala Lumpur on a daily basis