Responsibilities:
- Reports directly to Chief Operating Officer (COO)
- Manage call centre operations at the branch office of the Company
- Responsible for managing client and other stakeholder requirements
- Manage the performance of the team(s) in call handling, ensuring that specific service level and turnaround targets are met
- Monitor team adherence and quality performance against targets
- Manage and resolve any escalated cases or disputes, ensuring that appropriate and timely escalations are made to the clients as and when is required
- Ensure that all other SOPs and protocols are diligently and correctly carried out
- Responsible for recruitment, training and development of Call Centre Agents
- Responsible for grooming and supervising subordinates given supervisory roles
- Solve internal problems and resolve complaints
- Analyse and submit routine reports to the COO, where applicable.
- Submit regular training materials for approval to clients, where applicable.
- Work with other departments as and when is required to ensure that the operations across the organisation are cohesive and can continue smoothly.
Requirements:
- Minimum Diploma in related discipline or equivalent
- Minimum 2 years of relevant experience
- Able to communicate and manage diverse teams and individuals
- Organised and can adapt easily and flexibly
- Able to work both independently and with a team
- Proficient in Microsoft applications
Other Information:
- Working hours are from 9am to 6pm from Mondays to Fridays
- Workplace is at Ubi
