Job 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.
Job Requirements:
- Possess a recognized Degree with at least 5 years of experience in managerial positions in the contact center industry.
Next Step:
- Prepare your updated resume (please include your current salary package with full breakdown such as base, incentives, annual wage supplement, etc.) and expected package.
- Simply click on 'Apply here' to drop your resume or email at [email protected]
- All shortlisted candidates will be contacted.
Saghana Sithara | Registration Number: R1550224
