Job Description:
Digital Contact Center Lead
Do you like to be at the center of strategic decisions? This profile will be responsible for ensuring compliance with important metrics that guarantee the best experience for end users.
This professional will play a key role in the strategic coordination between the DCS area and the reference assigned by ABS of the different contact centers in the geographies, ensuring compliance with cost and sales goals, while the primary objectives of service and happiness are the client's satisfactory.
Aon is in the business of making better decisions At Aon, we shape decisions for the better to protect and enrich the lives of people around the world. As an organization,
we are united through trust as an inclusive and team with varied strengths, and we are passionate about helping our colleagues and clients succeed.
What will the day be like?
- Strategic Management with the Contact Center: collaborate with the contact center coordinator to define strategies that drive the continuous improvement of the customer experience, ensuring alignment of objectives and goals between the DCS area and the contact center.
- KPI compliance: establish and supervise key critical metrics related to user experience, costs and revenue, implementing corrective measures to ensure compliance with established objectives.
- Process Optimization: collaborate in the implementation of processes that ensure the effective resolution of each contact.
- Data Analysis: use BI tools to track and analyze data related to the operation of the contact center
- Coordination between areas: collaborate with the different business, operations and sales areas to coordinate efforts and guarantee a consistent customer experience.
How is this opportunity different?
This opportunity is for those who enjoy challenges, want to feel part of a successful team, and enjoy achieving extraordinary results!
Skills and experience that will lead you to success
- University degree in Business, Administration or related fields.
- Previous experience of at least 3 years in roles related to contact center coordination, customer service or operations management.
- Knowledge of Contact Center management standards
- Results Orientation: Focus on compliance with management KPIs as well as commercial objectives.
- Analytical Skills: Ability to interpret data and translate it into strategic actions.
- Effective Collaboration: Skills to work efficiently with interdisciplinary teams.
- Process Management: Experience in optimizing operational processes.
- Communication Skills:
Ability to communicate effectively with the contact center team and other local and regional areas.
- Ability to negotiate and supervise contracts.
How we support our colleagues In addition to our comprehensive benefits package, we foster a diverse workforce. Additionally, our agile and inclusive environment allows you to lead your well-being and work-life balance, ensuring you can be your best at Aon. In addition, all colleagues enjoy two "Global Wellbeing Days" each year, which encourages them to take time to focus on themselves. We offer a variety of work style solutions, but we also recognize that flexibility goes beyond the workplace... And we're all for it. We call this Smart Working! Our culture of continuous learning inspires and equips you to learn, share and grow, helping you reach your full potential. As a result, at Aon, you're more connected, more relevant, and more valued.
Aon values n innovative and diverse workplace where all colleagues feel empowered to be themselves. Aon is proud to be an equal opportunity workplace. Aon provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, age, disability, veteran, marital status, domestic partnership or other legally protected status. We encourage applications from everyone and provide individuals with disabilities with reasonable accommodations to participate in the job application, interview process,
and to perform the essential functions of the job once on board. If you would like more information about the reasonable accommodations we offer, please email
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