A dual-role professional responsible for managing and motivating a team of agents while also developing and delivering training programs to ensure high-quality customer service and performance.
Job Description
Responsible for day-to-day operations, training and management of teams to achieve targeted Service Levels
Conducts regular transaction monitoring and liaise with the Quality team to review calls for the purposes of quality assurance, coaching and training
Ensure that follow-up actions are in place to address any gaps in staff competency and weaknesses
In charge of delegating workflow to Team Leaders and ensure operational needs are forecasted and addressed adequately
Generate daily, weekly and monthly Operational Health reports to Head of Operations
To do planning, forecasting, implementing and monitoring of assigned campaigns
Ensures all standards and procedures are followed and maintained
Liaise with clients whenever necessary to align campaign-related issues
Collate and send monthly campaign performance reports to clients and Agape management
Collate and present relevant weekly operational health data to Head of Operations and provide suggestions to address operational gaps as well as forecasted load
Responsible for approving annual leaves of respective CSOs and Team Leaders
Prepare and conduct daily huddles to cascade timely information to all CSOs
Attend ad-hoc Train the Trainer sessions whenever new campaigns are onboarded and must be able to transfer relevant information to CSOs via product training sessions
Other ad hoc duties as assigned
Requirements
Minimum Degree with at least 3 years of relevant experience
At least 3 years of proven experience in people management, customer relationship management and project management
Ability to effectively communicate and engage with senior leadership, peers, staff, customers and other stakeholders
Good knowledge of Contact Centre Management tools and technology
