Job Scope
- Provide leadership and regular coaching to team leaders and agents.
- Responsible for managing the day-to-day running of the contact center, 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 the team. This could be in the form of daily huddle sessions, team building activities and monthly coaching sessions.
- Conduct consistent reviews of team performance and identify training gaps and needs.
- Take ownership and resolve any urgent or critical issues escalated by the client or team.
- Work closely with the client to support investigation and service recovery process.
- Conduct root cause analysis and identify opportunities to increase Customer Satisfaction Score (CSAT) ratings.
- Establish and oversee the implementation of work processes and SOPs of the contact center and make recommendations for improvement.
- Ensure quality call audits are performed to deliver good quality of service, low error rate and adherence to operations guidelines and processes.
- Work closely with Data Analyst to provide critical insights and ensure daily, weekly, and monthly performance and service reports are sent to clients and management in a timely manner.
- Any other duties and responsibilities that may be assigned by the management from time to time.
Job Requirements
- Possess a recognized Degree in any relevant discipline.
- Solid expereince in a customer service, contact center or call center environment.
- At least 5 years of experience in managerial position in the contact center industry.
- With excellent client management skills.
- Outstanding communication and interpersonal skills.
We respect your privacy and all communication will be treated with confidentiality. If you wish to know more about this position or explore other roles, please prepare your updated profile and get in touch with [email protected] | Personnel Reg No.: R1105160 | EA License: 02C3423
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