Job Summary;
The Call Center & Client Support Manager is responsible for managing the organization's centralized customer contact operations across all business lines, including Residential Communities, Commercial & Mall Operations, Sports, and Education. The role oversees the outsourced contact center provider, ensuring the delivery of exceptional customer service, effective complaint resolution, accurate lead management, and efficient CRM ticket governance. The position serves as the operational link between the outsourced contact center, Client Affairs Front Office, Sales, and business functions to ensure a seamless customer experience, timely issue resolution, and compliance with established service standards and SLAs
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Job Responsibilitie
- Manage and oversee the outsourced Call Center service provider, ensuring compliance with contractual obligations, SLAs, quality standards, operational KPIs, and providing ongoing direction to drive service excellence and continuous performance improvement.
- Develop and maintain operational procedures, customer service standards, escalation matrices, and quality assurance processes governing all customer interactions.
- Oversee the handling of customer inquiries, complaints, requests, and escalations across Residential Communities, Commercial & Mall Operations, Sports, and Education.
- Ensure all customer complaints are accurately recorded, assigned, monitored, escalated when necessary, and resolved within agreed service levels.
- Govern the complete CRM ticket lifecycle by monitoring, tracking, and ensuring the timely closure of tickets generated through both the Contact Center and the Client Affairs Front Office.
- Manage the qualification, tracking, and timely distribution of customer and sales leads to the appropriate Sales teams, while monitoring lead status and conversion feedback.
- Analyze customer feedback, complaint trends, call center performance, ticket volumes, and service reports to identify improvement opportunities and recommend corrective actions.
- Prepare and present periodic reports and dashboards covering customer satisfaction, complaint analysis, SLA compliance, ticket closure performance, lead management, and outsourcing vendor performance.
- Drive continuous improvement initiatives to enhance customer satisfaction, operational efficiency, digital customer support channels, and overall service quality.
- Ensure compliance with company policies, customer experience standards, CRM governance, data privacy requirements, and operational procedures.
- In addition to any other tasks assigned by the direct manager.
Job Qualifications and Requirements
- Education:
- Bachelor's degree in business administration, Customer Experience, Marketing, Communications, or a related field.
- Previous Experience:
- 10–15 years of experience in contact center operations, customer support, customer experience, or client relations.
- Proven experience managing outsourced contact center operations within the real estate, mixed-use developments, hospitality, retail, or service industries is highly preferred.
- Special requirements:
- Comprehensive knowledge of CRM systems, contact center technologies, customer journey management, and customer service KPIs.
- Excellent analytical, reporting, stakeholder management, and problem-solving capabilities.
- Strong communication, negotiation, and cross-functional coordination skills.
- Customer-centric mindset with the ability to improve customer journeys across multiple business sectors.
