Duties and Responsibilities
· Oversee daily operations to ensure smooth functioning of the call centre
· Monitor and evaluate call centre performance metrics, including call volume, response times, and customer satisfaction
· Recruit, train and manage call centre staff
· Set performance goals for the team, develop and mentor the team towards achieving them
· Prepare and present regular reports on call centre performance to senior management
· Utilize data and analytics to make informed decisions and adjustments
· Identify and implement process improvements to enhance call centre operations
· Ensure compliance with company policies and industry regulations (e.g. data privacy)
· Implement and monitor customer satisfaction metrics such as Net Promoter Score (NPS) and Customer satisfaction score (CSAT)
· Work closely with internal stakeholders to ensure a seamless customer experience
· Leverage on emerging technology to streamline workflows and improve customer interactions
Requirements
· Bachelor’s degree in Business Administration, Management, or related fields
· At least 5 years of experience in call centre management or customer experience
· Customer-centric mindset with a deep understanding of customer needs
· Strong leadership and team management skills
· Strong interpersonal and relationship-building skills
· Analytical mindset with the ability to use data to influence decision-making
· Proficient in Zendesk and/or other call centre software
· Experience with customer feedback tools and Customer Relationship Management (CRM) systems
