Job Description:
- Provide leadership and regular coaching to Team Leaders and Agents.
- Responsible for managing the day-to-day running of the contact centre, 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 staff to thrive. This could be in the form of daily huddle sessions, team building activities and monthly coaching sessions.
- Conduct consistent reviews of staff performance to identify training gaps and needs
- Take ownership and resolve any urgent or critical issues escalated by the Client or team
- Work closely with Client to support investigation and service recovery process
Requirements:
- Candidate shall possess a recognized Degree.
- At least 5 years of experience in managerial positions in the contact center industry.
