Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will oversee daily customer service operations and use service metrics to improve quality and efficiency. You will coach agents, conduct performance reviews, plan schedules, support recruitment, coordinate training, report incidents, and lead process-improvement initiatives with cross-functional stakeholders.
Requirements
- Have a bachelor’s degree or at least three years of call center team leadership experience
- Have experience leading large and diverse teams
- Know effective hiring, training, coaching and people management practices
- Have planning and interpersonal skills
- Work in a cross-functional environment and lead complex operational initiatives
- Speak and write fluent English
- Adopt technologies to improve organizational effectiveness and business processes
- Work according to schedules supporting 24x7 operations
Responsibilities
- Oversee customer service operations and service metrics
- Ensure service quality and adherence to processes
- Work cross-functionally to deliver customer service
- Participate in recruitment screening and interviewing
- Ensure daily operations run smoothly and report incidents
- Monitor KPIs and identify service-quality trends and issues
- Conduct weekly and monthly performance reviews with customer service agents
- Coordinate training and retraining with Learning and Development
- Conduct process-improvement projects and workshops
- Communicate business updates and policy changes to stakeholders
- Plan monthly agent schedules and manage daily shrinkage
Benefits
- Competitive total compensation package
- Learning and development programs
- Education subsidy
- Team-building programs and company events
- Wellness allowance
- Meal allowance
- Healthcare schemes for employees and dependents