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, RCR, CAR, SL, CSS, NPS

Customer Support Management

● Responsible for vendor operation, SLA, quality and control.

● Provide efficient solutions to customers by developing and operating online contents.

● Perform activities for customer support by developing contents for customers to find solutions for problems through online

- Measurement Criteria: FCR indicator

Remote Customer Support

● Solve customer inconveniences via remote system, and perform to improve customer satisfaction and reduce service costs.

- Measurement Criteria: percentage of interactions with remote support over the total of interactions.

Market Research Management

● Analyze to apply customer feedback and measurement of customers' purchase tendency to new product development and marketing.

● Provide insight based on market research, benchmarks, competitors or other subsidiaries best practices.

● Benchmark with other LAO subs to understand team structure and try to replicate best practices.

- Measurement Criteria: LAO's best practices sessions attendance.

Others

● HQ point of contact.

● PIC of weekly follow up meetings with CS Managers, HoD, eStore vendors, and other stakeholders

Hybrid modality.

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