Business Manager//ACCM

Descripción de la oferta

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 youll play a key role in evaluating and mitigating risks in a fast-paced international environment. What youll do 
 Were 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 Gartners 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 were 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 Competitive salary + Performance bonuses 
 Growth & learning opportunities (certifications included!) 
 Work in a multicultural environment with global impact 
 Career development & leadership training

Requerimientos

• Educación mínima: Bachillerato / Educación Media
• 3 años de experiencia

Palabras clave: negocio, business

Hace 2 días

Acerca de TWW SAS

We are the voice of our clients. Equipped with intelligent technology, we are a global network of local specialists, ambitious about making things work. We continuously evolve to be one step ahead, anticipating the newest technology and trends to create a new way to customer experience. From reactive trouble-shooting to active solution finding. It's what we call smarter people experiences.

We are 28,000 customer experience specialists, at 50 contact centers and a large network of home...

We are the voice of our clients. Equipped with intelligent technology, we are a global network of local specialists, ambitious about making things work. We continuously evolve to be one step ahead, anticipating the newest technology and trends to create a new way to customer experience. From reactive trouble-shooting to active solution finding. It's what we call smarter people experiences.

We are 28,000 customer experience specialists, at 50 contact centers and a large network of home agents, across 23 countries, delivering services in 33 languages to international brands in various industries. We are Transcom.

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