Call Center Manager

Description:

• Design customer journeys across all touch points to elevate the customer experience and increase customer satisfaction scores.
• Review the validate annual budget requirement for the department activities, ensure the actual expenditure is within the limits of the approved budget.
• Stay abreast with latest Trends and continuously explore ways to enhance the service delivery structures across the business.
• Overhauled customer service strategy, including technology, digitalization, and human services to optimize the mix of self service and human service.
• Lead and manage services to run the operation, provide direction to the entire team, performance managing of the customer service department.
• Lead role in strategy formulation for the customer support department
• Build and implement a comprehensive customer communication strategy to increase customer engagement.
• Define and implement a customer loyalty program that incentivizes repeat business. Build customer retention strategies and models to maximize customer lifetime value.