Job Scope

• Provide leadership and regular coaching to Team Leaders and Agents
• Responsible for managing the day-to-day running of the contact center, which includes effective resource planning in ensuring KPIs are consistently achieved
• Work closely with HR to ensure fast, effective, and quality staff recruitment
• Build an engaging and motivated workforce by creating a positive and vibrant environment for staff to thrive. This could be in the form of daily huddle sessions, team building activities and monthly coaching sessions
• Conduct consistent reviews of staff performance to identify training gaps and needs
• Take ownership and resolve any urgent or critical issues escalated by the Client or team
• Work closely with Client to support investigation and service recovery process
• Conduct root causes analysis and identify opportunities to increase Customer Satisfaction Score (CSAT) ratings
• Establish and oversee the implementation of work processes and SOPs of the contact center and make recommendations for improvement
• Ensure quality call audits are performed to deliver good quality of service, low error rate and adherence to operations guidelines and processes
• Work closely with Data Analyst to provide critical insights and ensure daily, weekly, and monthly performance and service reports are sent to clients and management in a timely manner
• Any other duties and responsibilities that may be assigned by the management from time to time

Job Requirements

• Possess a recognized Degree in any relevant discipline
• Solid expereince in a customer service, contact center or call center environment
• At least 5 years of experience in managerial position in the contact center industry
• With excellent client management skills
• Outstanding communication and interpersonal skills

Carolyn Ann Santibanez Mendoza EA License No. 02C3423 Personnel Registration No. R1105160

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