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Job Description
- Coordinate, supervise, manage and monitor the workings of the team.
- Improve the operational systems, processes and support better management reporting, information flow.
- Schedule the requests/acquisition of the team.
- Manage handling complaint requests from Operators.
- Supervise sending promotional messages “bulk campaigns, advertising” in compliance with all NTRA and Operators’ guidelines and rules.
- Supervise and coach team leaders and create weekly team schedules to ensure appropriate coverage of work activities.
- Investigate and set standards for general quality dealings.
- Work with team leaders to establish procedures, standards, systems and processes.
- Determine training needs for content and QA teams.
- Record, analyze and distribute statistical information.
- Monitor workflow, service, and team performance.
- Improve the workflow with new ideas.
- Responsible for scheduling, tracking and reporting all bulk campaign requests.
- Generates frequent reports for management.
Job Requirements
- 7 - 10 Years of experience in call center operations industry
- Strong Organization Skills
- Reporting Skills
- Leadership Skills
- Time management Skills
- Attention to details
