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 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.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.This opportunity is for those who enjoy challenges, want to feel part of a successful team, and enjoy achieving extraordinary results!
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