At Pacifica Continental, we are currently working with a leading general electronics company in search of a Contact Center Manager to join their team

Position Title: Contact Center Manager
Division: Contact Center Operation
Team/Group: Customer Satisfaction

Role Objective

● Responsible for SEASA’s Contact Center operation through all the channels: call center, chat, Samsung.com, etc.
● Maximize customer satisfaction by collecting, analyzing and resolving customer requirements through call center operation.
● Provide efficient solutions to customers by developing and operating online contents. Also responsible for all the customer´s VOC and claims.
● Focus on providing the best solution for the customer and the company, analyzing cost for the company and offering to the customer.

Minimum Requirements

● Academic Background: Graduated student from the careers of Administration, Psychology Industrial Engineering or similar.
● Professional Experience: At least 5 years of experience in Customer Service, Customer Care or Customer Experience. Preferred: Telcos, tech,



consumer electronics.
● Specific knowledge / skills: Leadership of operations of Contact Center/Customer Relations/Call Center. CRM platform.
● Languages: Fluent English

Areas of responsibility

Customer Experience Management
● Maximize customer satisfaction by collecting, analyzing and resolving customer requirements through contact center operation.
● Analyze all the processes that customers experience and participate in providing suitable customer services accordingly
- Measurement Criteria: FCR, NPU, VOC indicators

Quality Management
● Responsible for area KPIs.
● Analysis regarding metrics and improvement resolutions.
● Communicate with customers for customer quality control and carry out activities to secure quality competitiveness of our company and customers.
● Responsible for surveys administration, results follow up and improvement plans
- Measurement Criteria: percentage for each indicator. CPR

📌 Contact Center Manager (Buenos Aires)
🏢 Pacifica Continental
📍 Buenos Aires