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
Lead, motivate, and coach a team of contact centre agents to achieve key performance indicators (KPIs) and quality standards
Manage and resolve escalated customer complaints and feedback, performing service recovery when necessary
Conduct regular one-on-one meetings and team huddles, providing constructive feedback and performance evaluations
Foster a positive and collaborative team environment, driving team spirit and alignment with company values
Plan and conduct product and refresher training, as well as other assigned training, while continuously updating and maintaining training materials to ensure accuracy and relevance
Assess agents on their current skill levels, identify knowledge gaps, and create targeted coaching plans to improve performance
Monitor and report on training outcomes and employee performance, providing feedback to management
Perform quality audits on customer interactions(calls, emails, chats) to ensure compliance with quality standards and brand guidelines
Support management in highlighting operational issues and areas for continuous improvement
Stay updated on industry changes, business developments, and new technologies, relaying this knowledge back to the team and training materials
Provide administrative support within the contact centre operations as needed
Any other tasks / deliverables as assigned or expected of
Requirements
Minimum Diploma and/or Degree in any field
Minimum of 2-3 years of experience in a contact centre environment, with prior experience in a supervisory/team leader role and training/coaching
Good leadership, interpersonal, and communication skills (verbal and written)
Able to teach and guide effectively
Proficient in mainstream contact centre software and application
Strong analytical skills with the ability to use data to drive performance improvements
Strong customer-centric EQ, empathy, and resilience to manage high-pressure situations
Highly motivated in adapting to new challenges
Takes ownership of their professional development rather than waiting for instructions
Able to identify their own learning needs and find the resources to do so
