Contact Centre Manager

2 weeks ago

Kuala Lumpur, Malaysia Hewlett Packard Full time

The Call Centre Manager oversees all affairs of the Call Centers, with various Program managers to ensure the below functions are met:
**What a **Contact Centre Manager** does at HP**:

- Devise and Implement Call Centre V2.0 to make us Future Ready Proof
- Understand business needs and translate those needs into people skills and strategies.
- Responsible for executing the customer strategy.
- Provide guidance pertaining to business intelligence, staffing, training, sales, scheduling, & reward/recognition programs
- Standardizes & continuously improves processes, methodologies and execution practices to ensure stability and consistent growth of the program.
- Ensure the service provided meets or exceeds expectations in the KPIs
- Deliver weekly, monthly and quarterly reviews to the management and to clients.
- Interface between stakeholders and internal team
- Ability to analyze the competitive environment of the customer and raise of market share.

**Direction and Strategy**:

- Determines the best use of team resources to meet revenue quota and goals.
- Account Management & RAD
- Establishes clear guidance for account coverage, contact, frequency and call strategies.
- Establishes clear and measurable goals for team members.

**Stakeholders Relationship**:

- Create a positive experience for clients by establishing quality controls, auditing interactions and ensuring value is provided on each exchange with the customer. In addition, assumes responsibility for providing value to the partner with each qualified opportunity.
- Ensures that an account transition process is in place and that process is well executed by all members of the team.

**Successful Processes**:

- Ensures that different teams collaborate on end-to-end engagement and there is clarity in process and respective roles.
- Works to see that customers and Partners are satisfied with the communications they receive from the team regarding opportunity details.
- Ensures that customer support issues are escalated and responded to appropriately.

**Effective, predictable business**:

- Delivers strong growth for Customer by exceeding defined targets for revenue growth and CPRD.
- Ensures that program meets or exceeds overall targets such as: opportunity generation, pipeline revenue, account coverage, and key activity completion.
- Keeps the pipeline realistic in terms of the pipeline revenue goals and monthly opportunity creation number target.
- Uses the Agent Productivity Report to manage the team using pre-defined metrics to compare individual and team performance.
- Ensures adherence to corporate standard tools and processes.

**Individuals who do well in this role at HP, usually possess**:

- University or bachelor’s degree; Advanced degree or MBA preferred.
- Prior selling experience includes multiple, diverse set of selling responsibilities.
- Viewed as expert in given field by company and customer; is a mentor of selling strategy, including designing strategy.
- Typically, 12+ years of experience as referenced above.
- 5 years commercial management experience.
- Highly experienced in product specialty (computers, printers, servers, storage).
- Experience in related industry.
- Prior Call Centre Management Experience is a MUST (Preferably in Selling IT and Related Products)
- Have excellent time management skills and presentation skills. Is the go to expert for the technology or solution being presented.
- Strong high-level customer management relationship building, especially working with executives in lines of business, and sometime board level.
- High level of negotiation skills at high level customer management.
- Sustainable impact is HP’s commitment to create positive, lasting change for the planet, its people, and our communities. This serves as a guiding principle for delivering on our corporate vision - to create technology that makes life better for everyone, everywhere._
- #Li-Post_

About HP

You're out to reimagine and reinvent what's possible—in your career as well as the world around you.

So
are we. We love taking on tough challenges, disrupting the status quo,
and creating what's next. We're in search of talented people who are
inspired by big challenges, driven to learn and grow, and dedicated to
making a meaningful difference.

HP is a technology company that operates in more than 170 countries around the world united in creating technology that makes life better for everyone, everywhere.

Our history: HP's commitment to diversity, equity and inclusion - it's just who we are.

From the boardroom to factory floor, we create a culture where everyone is
respected and where people can be themselves, while being a part of
something bigger than themselves. We celebrate the notion that you can
belong at HP and bring your authentic self to work each and every day.
When you do that, you're more innovative and that helps grow our bottom
line. Come to HP and thrive

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