What You’ll Do:
- Manage and supervise team of call / chat agents and provide leadership and mentoring
- Ensure that the monthly KPIs are met
- Monitors and measures service metrics and call volume to develop standards, improvements, and resource allocation.
- Oversees the creation and implementation of efficient and balanced workflows that maximise efficiency and produce high levels of service quality and customer satisfaction
- Provides inputs to strategic decisions that impact the functional area of responsibility.
- Capable of handling and resolving escalated issues and complaints arising from operations and requiring coordination with other departments.
- Provides mentoring and leadership to team of agents
- Execute quality monitoring requirements that deliver intent and customer satisfaction goals
- Any other tasks that may be assigned from time to time
What You'll Need:
- At least 5 years of experience in contact centre or similar environment
- At least 3 years of managerial or supervisory experience
- Good people management skills and able to work under pressure
- Familiar with customer service metrics and strong customer - fronting and communication skill
- Knowledge in CRM and telephony systems
- Ability to work independently while being a cohesive team member
- Excellent leadership and interpersonal skills
- Change management and stakeholder management
