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About the role
Key responsibilities & impact- Responsible for the day to day management of the contact center to ensure that KPIs are met.
- Work closely with the teams to achieve Qualitative targets specified by the Client
- Establish work procedures and processes that support the company and departmental standards, procedures and strategic directives.
- Ensure that the feedback provided to the team members on their performance are accurate, complete and timely.
- Provide coaching and guidance to ensure team members meet their KPIs and adhere to the organization’s guidelines and policies.
- Identify training needs and work with the training department to organize training/ online learning for the team members.
- Enhance the performance of team members through the use of call monitors, team briefings, and monthly coaching sessions.
- Contribute to the weekly and monthly business reviews with the client, sharing data-driven insights into the performance of your team and its markets.
Requirements
What you’ll need- Candidate must possess at least a Advanced/Higher/Graduate Diploma, Bachelor's Degree, Post Graduate Diploma, Professional Degree in any field
- Preferable with 2 years of working experience in the related field is required for this position
- Experience leading, inspiring and motivating others to meet goals and metrics
- Possess project and resource management skills
- Strong communication and interpersonal skills
- Excellent decision making and analytical skills
- Excellent verbal and written communication skills in English.
Benefits
Comp & perks- Attractive remuneration and great perks
- Comprehensive medical, insurance, and social security coverage
- World-class workspaces
- Engaging activities and recognition programs
- Strong learning and development plans for your career growth
- Positive work culture that enables your future
- Easy-to-access location with direct public transport links
- Flexible working arrangements
- Coaching and mentoring from experts in your field
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
project managementresource managementdata analysis
Soft Skills
leadershipmotivationcoachingcommunicationinterpersonal skillsdecision makinganalytical skills
Certifications
Advanced DiplomaBachelor's DegreePost Graduate DiplomaProfessional Degree