PT Mitracomm Ekasarana memberi kesempatan untuk bergabung bersama HEAD OF OPERATION CONTACT CENTER di Semarang, Jawa Tengah.
Deskripsi Pekerjaan
PT Mitracomm Ekasarana collaborates with leading telecommunications companies in Asia with a focus on providing high quality services to our customers throughout the country. By building our foundation on innovation, quality and customer satisfaction. We would like to invite you to be part of our journey at the Telecommunications Industry Company in managing contact center operations as:
                            
                         “HEAD OF OPERATION CONTACT CENTER”.
 
Job Requirements:
- Educational Background: 
- Bachelor’s degree in Business Administration, Management, Telecommunications, or a related field.
- Advanced degree (MBA or equivalent) preferred.
- Experience: 
- 10+ years of experience in contact center operations, with at least 5 years in a leadership role.
- Proven experience in the telecommunications industry is highly desirable.
- Experience in managing large teams and complex projects.
- Skills and Competencies: 
- Strong leadership and people management skills.
- Excellent communication and interpersonal skills.
- Proficiency in contact center technologies and CRM systems.
- Strong analytical and problem-solving abilities.
- Knowledge of industry best practices and regulatory requirements.
- Ability to drive performance and process improvements.
- Financial acumen with experience in budgeting and cost management.
- Technical Skills: 
- Familiarity with telephony systems, call routing, IVR (Interactive Voice Response) systems, and workforce management tools.
- Proficient in data analysis and reporting tools.
- Understanding of customer experience metrics and KPIs.
Key Responsibilities:
- Operational Leadership: 
- Oversee daily operations of the contact center to ensure efficient service delivery.
- Develop and implement operational strategies, policies, and procedures.
- Ensure compliance with company policies, industry standards, and regulatory requirements.
- Performance Management: 
- Set performance goals and KPIs for the contact center.
- Monitor and analyze performance metrics to identify areas for improvement.
- Implement corrective actions to address performance issues.
- Team Management: 
- Lead, coach, and mentor a team of contact center managers and supervisors.
- Foster a positive and productive work environment.
- Oversee recruitment, training, and development of staff.
- Customer Experience: 
- Ensure high levels of customer satisfaction and service quality.
- Implement customer feedback mechanisms and continuously improve service delivery.
- Address escalated customer issues and complaints.
- Process Improvement: 
- Identify and implement process improvements to enhance efficiency and productivity.
- Utilize technology and automation to streamline operations.
- Conduct regular reviews of operational processes and implement best practices.
- Financial Management: 
- Develop and manage the contact center’s budget.
- Monitor expenses and implement cost-saving initiatives.
- Ensure financial targets are met or exceeded.
- Strategic Planning: 
- Contribute to the development of the company’s strategic goals and objectives.
- Align contact center operations with the company’s strategic vision.
- Participate in cross-functional initiatives and projects.
- Stakeholder Management: 
- Collaborate with other departments (e.g., Sales, Marketing, IT) to achieve business objectives.
- Maintain strong relationships with key stakeholders, including customers, partners, and vendors.
- Reporting and Analytics: 
- Prepare regular reports on contact center performance for senior management.
- Use data analytics to drive decision-making and strategic planning.
- Technology and Innovation: 
- Stay updated with the latest trends and technologies in contact center operations.
- Implement innovative solutions to enhance customer experience and operational efficiency.
Additional Requirements:
- Ability to work in a fast-paced and dynamic environment.
- Strong organizational and multitasking skills.
- Willingness to work flexible hours, including evenings and weekends, as needed.
