CONTACT CENTRE MANAGER – Pacific Centrecom Fiji Limited

Pacific Centrecom (Fiji) Limited is a joint venture organization that draws together the talents of Fiji Airways and the global expertise of a well-respected international partner to provide outsourcing contact centre and back-office services to both local and international clients 24/7. Our “Centre of Excellence” has engaged state-of-the-art technology to ensure the highest quality of customer service can be achieved and sustained into the future.

The Role – Contact Centre Manager – Suva & Nadi

Provide comprehensive oversight to the contact centre operations within your designated division, support and guide a team of Customer Success Managers, supervisors and customer service agents ensuring efficient and high-quality service delivery to clients while maintaining excellent client satisfaction.

Accountabilities

• Manage the daily operations of the division, effectively coordinating with managers assigned to specific client accounts to ensure a seamless workflow and optimal productivity.
• Provide guidance and support to Customer Success Managers, supervisors and other team members, fostering a culture of collaboration and driving high-performance outcomes.
• Collaborate closely with Customer Success Managers and People & Culture Department to address any performance issues, conducting regular performance reviews that adhere to service standards.
• Partner with the Learning and Development department to establish programmes that facilitate continuous employee development, creating pathways for growth and improvement.
• Foster interdepartmental collaboration with teams such as Quality, and Training, aiming to enhance service quality and elevate overall performance levels.
• Uphold exceptional client satisfaction by understanding their needs, managing deliverables, and cultivating strong client relationships.
• Conduct regular meetings with Customer Success Managers to address concerns and gather feedback, ensuring open lines of communication.
• Spearhead the development and implementation of new processes or procedures to optimize efficiency and service quality.
• Formulate work plans and allocate assignments to Customer Success Managers, optimising productivity, deepening product knowledge, and fostering customer satisfaction.
• Perform operations and performance analytics through data analysis, report preparation, and assisting in data-driven decision-making processes.
• Any other duties assigned by Chief Executive Officer.

Qualification and Experience

• Qualification preferably in Business or a related field. A Certification in Six Sigma is desirable.
• A minimum of 3 years of experience in a related field, with at least five (5) years of BPO management and experience in handling one or more of the following: Airline Reservations, Customer Service, Market Research, Travel, or Vehicle Rental Accounts.
• Knowledge of computer software and tools relevant to BPO operations.

Remuneration and Benefits

• A secure career with a strong fast-growing company
• Competitive salary package
• Medical Insurance
• Access to discounted travel
• Ongoing career development and training
• Work in a fun and supportive team