Contact Centre Manager – Caribbean

Job Title: Contact Center Manager
Location: Caribbean (On site, Relocation Provided)
Company: Leading BPO (Business Process Outsourcing) Company

About Us:

We are a highly successful BPO company, known for our exceptional service and innovative solutions. We are expanding our operations and seeking talented Contact Center Managers to join our team in the Caribbean. If you are a skilled professional with a passion for delivering outstanding customer experiences, we want to hear from you. The positions offer financial relocation assistance, work permits and packages designed to be attractive.

Position Overview:

We are looking for experienced Contact Center Managers to lead and manage our new 200-seat contact center operation in the Caribbean. As a Contact Center Manager, you will be responsible for overseeing all aspects of the contact center’s operations, ensuring efficiency, productivity, and exceptional customer service.

Key Responsibilities:

• Lead a team of customer service representatives and support staff to achieve performance targets and objectives.
• Develop and implement strategies to enhance customer satisfaction and drive operational excellence.
• Monitor and analyze KPIs to ensure the center meets or exceeds service level agreements (SLAs).
• Manage and optimize resources to meet staffing and scheduling requirements.
• Foster a positive and inclusive work environment to enhance employee engagement and morale.
• Train, mentor, and coach team members to improve performance and foster professional growth.
• Collaborate with various departments to drive continuous process improvements and efficiencies.
• Develop and implement quality assurance and compliance programs.
• Handle customer escalations and resolve complex issues as necessary.
• Ensure the contact center operates smoothly 24/7, meeting the demands of a dynamic global market.

Qualifications:

• Bachelor’s degree or equivalent work experience.
• Proven experience in contact center management with a minimum of 5 years in a leadership role.
• Strong understanding of BPO operations and contact center best practices.
• Excellent communication, leadership, and problem-solving skills.
• Proficient in the use of contact center software and technology.
• Knowledge of industry-specific regulations and compliance standards.
• Ability to work independently and in a team, adapting to a fast-paced and dynamic environment.
• Strong organizational and time-management skills.
• Willingness to relocate to the Caribbean (specific location to be disclosed during the interview process).

Benefits:

• Competitive salary and performance-based bonuses.
• Relocation assistance and comprehensive benefits package.
• Opportunities for professional development and growth.
• A vibrant and diverse work environment.
• The chance to be part of a successful BPO operation in a beautiful Caribbean location.

How to Apply:

If you are a dynamic, results-driven Contact Center Manager looking to take the next step in your career and be part of a thriving BPO operation in the Caribbean, we want to hear from you. Please submit your resume and a cover letter outlining your relevant experience and why you are the ideal candidate for this role.

Note: We are an equal opportunity employer and welcome applications from all qualified candidates, including individuals with disabilities and those of all backgrounds and experiences. Applications will be reviewed on an ongoing basis, so early submissions are encouraged.

Join our team and help us deliver excellence in customer service from the heart of the Caribbean!