Oversee the day-to-day contact centre operations and maintenance to ensure Service Level as well as relevant Key Performance Indicators are met.
Manage resource planning, forecasting and scheduling to drive optimum productivity and utilization.
Analyze data and prepare daily, weekly and monthly reports for clients and senior management.
Handle customer escalations in an efficient, timely and effective manner providing excellent customer service experience.
Manage and drive CSO performance by providing product and process briefings, regular coaching sessions, refresher trainings and other performance-improvement activities.
Perform quality audits, calibrations, coaching sessions, reports, data analytics as well as assist the Quality Manager in creating quality scorecards and other adhoc quality activities.
Perform ad-hoc tasks and responsibilities assigned by Quality Assurance Manager and/or Operations from time to time.
