Job description
About Us
We are a multinational BPO company with a strong global presence, committed to delivering exceptional customer experience, operational excellence, and innovative solutions.
With a diverse and talented workforce, we provide world-class services to leading brands across multiple industries.
Our dynamic and inclusive culture fosters growth, collaboration, and continuous improvement, making us a trusted partner in the ever-evolving global market.
Are you passionate about risk management, compliance auditing, and regulatory governance?
Join a global company as a Risk & Compliance Analyst, where you'll play a key role in evaluating and mitigating risks in a fast-paced international environment.
What you'll do
We're looking for an inspiring ACCM//Business manager to drive a team of passionate customer service agents in a fun and high-energy BPO environment If you love helping people grow, improving processes, and creating positive customer experiences, this is your chance to shine .
Your mission:
● Manage the daily oversight of the Global Contact Center
● Act as the primary point of contact for issue resolution, optimizing processes, and driving
efficiency in the Contact Center
● Ensure constant alignment with Gartner goals and standards
● Implement strategies and trainings for continuous improvement for our Contact Center
● Collaborate to establish key performance indicators (KPIs) and service level agreements
(SLAs) for the team and monitor performance against set targets
● Weekly calibration meetings with Gartner's Global Contact Center Manager where you will
listen and grade calls, review analytics and strategize how to improve performance.
● Conduct team member interviews and make staffing decisions
● Data management and reporting/analytics for Contact Center performance
● Make recommendations to management based on findings and assist to implement them
● Responsible for answering escalated client inquiries
● Ensure adherence to Global Contact Center policies, produces and regulatory
requirements
● Provide process enhancements, ensuring the highest level of client experience
● Assist with customer calls, as needed
What we're looking for
● 3-5 years of customer service contact center management experience
● 2+ years in project management and/or process improvement
● Fully competent in Microsoft Office, strong Excel skills needed
● Ability to manage multiple tasks simultaneously and prioritize workload
● Experience with customer support platforms, troubleshooting and escalation resolution
● Ability to drive commitments and communications from internal teams as the liaison
between ACX and Gartner
● Strong business writing and communications skills
● Must be able to analyze performance reports, identify key metrics (KPIs), and use them to
spot trends and opportunities for improvement
What we offer
COP Base Salary + Performance bonuses
Growth & learning opportunities (certifications included)
Work in a multicultural environment with global impact
Career development & leadership training
Required Skill Profession
Other General