Responsibilities

  • Provide leadership and regular coaching to Team Leaders and Agents.
  • Responsible for managing the day-to-day running of the contact centre, which includes effective resource planning in ensuring KPIs are consistently achieved
  • Work closely with HR to ensure fast, effective, and quality staff recruitment
  • Build an engaging and motivated workforce by creating a positive and vibrant environment for staff to thrive.
  • This could be in the form of daily huddle sessions, team building activities and monthly coaching sessions.
  • Conduct consistent reviews of staff performance to identify training gaps and needs
  • Take ownership and resolve any urgent or critical issues escalated by the Client or team
  • Work closely with Client to support investigation and service recovery process

Requirements

  • Degree with at least 5 years of experience in managerial positions in the contact center industry
  • Experience in Customer Experience management