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.
Carolyn Ann Santibanez Mendoza EA License No. 02C3423 Personnel Registration No. R1105160
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