Job description
Managing the operations of the support centre; ad reviewing, email support, inbound calls, outbound campaigns and telemarketing
Setting and meeting performance targets for speed, efficiency and quality
Forecasting, analyzing and reporting KPI figures on weekly and monthly basis
Help achieve daily quantitative targets and service levels
Monitor progress and ensure timelines are met
Ensure that all infrastructure works efficiently
Organizing staffing; including shift patterns and the number of staff required to meet demand
Reviewing the performance of staff, identifying training needs and planning sessions
Preparing roster for customer support team
Training, coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes
Maintain the log for agent leaves, vacation and planning of manpower for emergency situations.
Monitoring random reviews and customer support emails to improve quality, minimize errors and track operative performance
Mystery call reporting
Recording statistics, user rates and the performance levels of the centre and preparing reports
Handling complex customer complaints or enquiries
Follow up on all the activities sent and share team workload
Provide action plan to agents on basis of findings
Maintaining up-to-date of the industry developments
Requirements
A relevant university degree in business, finance economics or equivalent.
Minimum 7 years of experience from Contact Center in Telecommunication or other leading company with a significant Contact Center department
Minimum 2 years of experience of managing a contact center department
Good networking and building relationships
Good leadership skills, strong interpersonal and social skills with a proven track record of exceeding onset targets
Tenacious, ambitious and a great communicator
Written and oral fluency of English is required
Ability to handle critical situations
Analytical and strategic thinking with a good pragmatic approach
Flexibility, ability to anticipate in an unstable environment
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