Manage and plan the day-to-day operations of a team of Contact Centre Agents
Responsible for handling inbound / outbound calls, live chats and emails on a skill / prioritized basis ensuring adherence to all performance measures set within your respective team.
Being able to multitask and handle concurrent enquiries is a key requirement for this role.
Identify and propose new processes to improve the operational efficiency and effectiveness
Handle challenging situations, complaints, and queries effectively under pressure
Conduct weekly hurdles, regular review of staff call performance
Working cohesively with other teams/stakeholders to achieve company and department objectives
Prepare daily, weekly, and monthly reports relating to SLA and agent performance