Regional Contract Manager

• Review/analyze workforce management data on a regular basis to ensure adherence to the group quality standards are consistently met.
• Ensure a good relationship with our third party outsourced.
• Responsible of calibrating the service between external and internal customer care staff.
• Provide regular feedback and reports to Country head of customer care to ensure optimized decision-making can be undertaken with regards to resourcing.
• Help/guidance to team leads in the supplier side to ensure agreed service level targets are consistently achieved in a cost-effective manner.
• Assume the key role in the control of the Contact Center cost position by ensuring that the First contact is always running at optimal levels of efficiency and in the most cost-effective way.
• Use all CRM and E-commerce systems confidently and use to accurately add notes to orders and cases for all incoming and outgoing contacts.
• Work closely with other internal departments to ensure issues affecting customer orders or returns are resolved and enable seamless shopping experience.

REQUIREMENTS

• Bachelor's degree in business management.
• 7 years of experience in managing Customer Care.
• Understanding of all communications tools such as Ziwom Zendesk, genesis etc.
• Past CX experience is a plus.