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Job Description
- Manage the performance of the team, develop and coach team members when they are carrying out their normal duties
- Recognize and reward the contribution of team members in a timely manner so they are motivated and encouraged towards continual excellent quality customer experience
- Deal with underperformance cases in a professional, consistent and timely manner, seeking advice as necessary
- Conduct regular 1:1 daily checkpoints and weekly PEPs
- Facilitate open discussions with all team members, providing them with feedback on their performance, coaching them on how to improve and agreeing and monitoring development plans
- Manage the workloads of the team, motivate them to ensure that all KPIs are met
- Communicate effectively with the team ensuring that all messages and information are being communicated consistently
- Ensure a high standard of code and leadership by being a role model and setting an example for others to follow
- Manage client relationships where applicable
- Manage the day to day activities in the call center with your peers and OMD team
- Ensure that agreed service levels for the support are consistently delivered across all lines of business
- Communicate with Remote sites and Client - on a weekly basis
- Monitor and give feedback on all transactions (calls; emails, faxes, data entry, case logs) as applicable to current and future business
- Provide individual coaching & training to team members when needed
- Reach targets in respect of quality
- Foster a culture of continuous improvement in the account and overall operations
Job Requirements
- English proficiency (C1)
- Graduate of a relevant major
- Knowledge in Microsoft Office – Word/PowerPoint/Excel
- Previous Call Centre management experience at least 1 year is a must
- High-Level Knowledge of PC applications – Hardware & Software (Preferable)
