Job Description
Responsibilities:
- Leading day to day operations to meet daily/monthly service standards.
- Monitor and provide feedback on Call Centre Agent(s)' performance, ensuring SLAs are met, and that enquiries are handled promptly and professionally.
- Identify training gaps including potential areas to improve on across channels and update of information in Standard Operating Procedures (SOPs).
- Monitor and provide feedback on staff performance, provide real time coaching to the Call Centre Agent(s) as required.
- Handle escalated situations and assessment of the case that needs to be escalated to the client.
- Involve in the product/service training, quality assurance, supervising and performance reviews of the team whilst at the same time providing team support regularly.
- Assist the Operations Manager to develop performance evaluation guidelines and carry out performance evaluations.
- Assist th...