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Contact Centre Operations Expert

1 week ago

Gujrat, Punjab, Pakistan ACE Money Transfer Full time

As the Assistant Manager - Remitter Experience, you will play a critical role in shaping the customer experience of remitters in ACE Money Transfer's contact centre. Your primary responsibility will be to oversee the day-to-day operations of the remitter experience team, ensuring they meet their performance objectives and provide exceptional service to customers.

To excel in this role, you must possess strong leadership, coaching, and people management skills. Excellent verbal and written communication skills, with an ability to handle complex customer inquiries and complaints effectively, are also essential. Additionally, proficiency in using contact center software, CRM tools, and performance monitoring systems is required.

You will work closely with various teams, including Operations, Product, and IT, to drive performance against key metrics such as First Contact Resolution (FCR), Average Handling Time (AHT), Customer Satisfaction (CSAT) scores, and Net Promoter Score (NPS). Your goal will be to enhance operational processes, foster a customer-centric culture, and ensure that all remitter interactions are handled professionally and efficiently.

This role offers a unique opportunity to make a significant impact on the customer experience of remitters in ACE Money Transfer's contact centre. If you are passionate about delivering excellent customer experiences and have the necessary skills and qualifications, we encourage you to apply for this exciting opportunity.