Senior Process Manager

About the role

The Senior Manager, Chat Contact Centre, will oversee the daily operations of our chat contact centre. This role requires a dynamic leader who can manage and motivate a team of supervisors and agents, ensure customer satisfaction, and drive continuous improvement in service delivery. The ideal candidate will have a strong background in contact centre management, excellent communication skills, and a strategic mindset.

What you'll do

• Foster a positive and inclusive work environment that encourages teamwork and continuous improvement
• Monitor key performance indicators (KPIs) and implement strategies to achieve or exceed targets
• Develop and implement policies and procedures to improve operational efficiency and customer satisfaction
• Handle escalated customer issues and complaints, ensuring prompt and satisfactory resolution
• Analyse customer feedback and trends to identify areas for improvement

What you need

• 4–7 yrs of experience
• Telecom
• Reporting
• Process improvement
• Team management
• Customer service
• Performance management
• Any graduate

Good to have

• Voice process