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, C

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