Customer Contact Center Sr. Manager

Job Descriptions:

• Oversee contact center operations across inbound calls, WhatsApp, and live chat to ensure service quality and SLA achievement.

• Monitor customer installation issues, service disruptions, and complaints, ensuring timely resolution through cross-functional coordination with Sales, Provisioning, Engineering, and NOC teams.

• Manage welcome calls for newly installed customers and implement Quality Assurance (QA) initiatives to maintain service standards.

• Supervise billing operations, including invoicing, payment posting, reconciliation, billing disputes, and account suspension/reactivation processes.

• Drive improvements in collection rates, reduce billing-related issues, and encourage auto-debit and other payment methods to minimize overdue accounts.

• Develop and implement customer retention and churn prevention strategies, including early warning systems, payment reminders, and proactive retention offers.

• Analyze operational data and customer risk profiles to prioritize retention efforts and improve overall customer experience.

• Establish departmental KPIs, manpower planning, and budgets, while monitoring performance through operational dashboards and management reports.

• Lead, coach, and develop managers and supervisors to achieve operational targets and continuous improvement.

Job Qualifications:

• Bachelor's degree in Management, Business Administration, Industrial Engineering, or related fields.

• Minimum 8 years of experience in Customer Service, Contact Center, or Billing Operations, with at least 3 years in a managerial role.

• Proven experience managing multiple functions, such as Contact Center and Billing, with a team of at least 30 employees.

• Experience in telecommunications, Internet Service Providers (ISP), pay-TV, or subscription-based service industries.

• Strong understanding of service and business KPIs, including SLA, collection rate, and churn rate.

• Strong analytical skills with proficiency in Microsoft Excel and operational dashboards.

• Excellent leadership, negotiation, communication, and stakeholder management skills, including the ability to communicate effectively with senior management.