Responsibilities:
- Performance Management: Take charge of overseeing and managing the call center’s performance to ensure consistent achievement of Key Performance Indicators (KPIs) and Service Level Agreements (SLAs). Validate and provide insights on call center reports to the management team.
- Quality Assurance: Supervise the quality of customer interactions by implementing and driving initiatives for quality improvement. Work closely with the vendor to maintain high service standards and enhance customer satisfaction.
- Operational Audits: Conduct thorough assessments of the call center’s operations to identify process and knowledge gaps. Collaborate with the vendor to develop and implement comprehensive action plans to address these gaps and promote continuous improvement.
- Process Enhancement: Lead the development, review, and optimization of work processes, Standard Operating Procedures (SOPs), and protocols to improve operational efficiency and service quality. Foster innovation and change management initiatives within the team.
- Customer Interaction Analysis: Analyze customer interactions in-depth to identify key drivers and trends. Use interaction analytics to gain insights into customer sentiments, enhance the customer experience, and optimize call center performance.
- Training and Communication: Lead the training and communication efforts for the call center team regarding new business initiatives, systems, policies, and procedures. Ensure the team is well-prepared to meet changing customer needs and organizational directives.
- Support for Management: Serve as a vital support to the Customer Service Manager in strategic decision-making. Assume leadership roles in special projects and initiatives that enhance the overall effectiveness of the customer service function.
- Additional Responsibilities: Perform other tasks and duties as assigned by the Customer Service Manager or senior management.
Requirements:
- Diploma or higher qualification with at least 4-5 years of experience in a call centre environment, including leadership or supervisory experience.
- Strong written and verbal communication skills, with the ability to influence and collaborate effectively
- Advanced proficiency in Microsoft Excel and data analysis. Experience with interaction analytics and customer experience management tools is a plus.
Interested candidates who wish to apply for the advertised position, please click on the APPLY button below to send in your resume to [email protected]
EA License No: 13C6305
Reg. No.: R23117856
For candidate who applied for the advertised position is deemed to have consented to us that we may collect, use or disclose your personal information for purpose in connection with the services provided by us.
