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Contact Centre Manager (Suva and Nadi) - Fiji
Job Description
Centrecom Pte Limited is a joint venture organisation that draws together the talents of Fiji Airways and the global expertise of a well-respected international partner to provide outstanding contact centre and back-office services to both local and international clients 24/7. Our “Centre for Excellence” has engaged state-of-the-art technology to achieve and sustain the highest quality of customer service. Centrecom has experienced rapid expansion, extending its operations from Suva to Navua, Nadi, and Lautoka, with the establishment of multiple centers to cater to the increasing demand for our services. Our success stems from our dynamic and agile work environment, where we excel at delivering outstanding customer service and support to our valued clients.
Provide comprehensive oversight to the contact centre operations within your designated division, support and guide a team of Customer Success Managers, supervisors and customer service agents ensuring efficient and high-quality service delivery to clients while maintaining excellent client satisfaction.
Outcomes
Organisational Stakeholders |
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1. Contact Centre Operational Excellence |
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2. Team Leadership and Development |
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3. Client Relationship Management |
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Responsibilities - Critical Competencies
Competence | Description |
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Business | |
Strategic Development | Establish the strategic direction and steer the organisation towards its goals |
Risk Management | Analyse and manage risk. |
Planning | Deliver results by developing, reviewing or following a work plan, action plan or operational plan. |
Customer | |
Customer Commitment | Demonstrate a commitment to customer service - both internal and external customers. |
Relationship Building | Build beneficial relationships with suppliers and stakeholders. |
People | |
Leadership | Utilise a leadership position to influence people and events and to increase performance. |
Problem Solving | Develop practical solutions to a situation. |
Qualifications
Qualification | Discipline | Notes |
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Desirable | ||
Degree | Business and Management, Business Management or Business Administration or related fields |
Work Knowledge and Experience
- A minimum of 3 years of experience in a related field, with at least five (5) years of BPO management and experience in handling one or more of the following: Airline Reservations, Customer Service, Market Research, Travel, or Vehicle Rental Accounts.
- Knowledge of computer software and tools relevant to BPO operations.
- A Certification in Six Sigma is desirable
Requirements
Language Proficiency |
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Must have excellent written and oral skills. |
Regulatory Compliance Requirements |
Police Clearance |
Relevant certifications, registrations, and licenses may be required. |
Strong organization skills with a problem-solving attitude.. Excellent written and verbal communication skills.. Attention to detail. |
Excellent interpersonal skills and team building skills.. Bookkeeping skills.. Analytical, problem-solving, and decision making skills.. Effective verbal and communication skills.. Attention to detail and high level of accuracy.. Very effective organizati |
Attributes
Attribute | Definition |
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Behavioural Styles | |
Accountable | Assumes full responsibility for own actions and identifies with the success or failure of own part of the overall work/goal. |
Achiever | Puts in effort to achieve a desired result or goal and is motivated by this end and the overall accomplishment. |
Detail oriented | Attends to the small elements of a task/activity, ensuring completeness and accuracy. |
Energetic | Constantly active and driven to put in effort. Works hard to promote an enterprise. |
Innovative | Devises new and creative ways to do things comes up with original ideas. |
Reliable | Is able to be trusted to do what is expected or has been promised, puts in a great amount of effort believing in the value of work. |
Resilient | Cope positively with stress and catastrophe. Bounces back from setbacks, mistakes or misfortunes. |
Interpersonal Styles | |
Empathic | Has the ability to understand somebody else's feelings or difficulties. |
Extrovert | Outgoing and showing interest in events going on around them, particularly people, new experiences and changing situations. |
Objective | Impartial and honest in dealings with others, eliminating own feelings and view to reach a balanced judgement. |
Team Oriented | Enjoys being with others as part of a group or team. |
Trusting | Places confidence in others without misgivings, relying on their ability, character, and truthfulness. |
Thinking Styles | |
Analytic | Able to separate things into their constituent elements in order to study or examine them, draw conclusions, or solve problems. |
Challenger | Queries, tests information/beliefs and provokes thought. |
Decisive | Reaches conclusions, promptly and firmly. |
Disciplined/Systematic | Is controlled in conduct, shows an orderly pattern of behaviour, following a methodical and thorough approach. |
Initiative | Takes action and makes decisions without the help or advice of other people. |
Numerate | Shows abilities in quantitative thought and expression. |
Well organised | Controls tasks in a well thought out and critical manner. |