- Responsible for managing service level agreements of all customer service aspects of the Contact Centre.
- Responsible for achieving all KPIs as outlined in the Contact Centre KPIs scorecard.
- Regularly interact with various stations to understand requirements and communicate feedback and solutions.
- Planning and executing debriefing sessions with all agents.
- Ensure call quality and high level of customer service.
- Act as a focal point for customer care department to ensure through investigations of customer complaints.
- Highlighting performance strengths of the contact centre manager
by preparing and analyzing performance reports to derive corrective
measures. - Ensure first call resolution, zero errors and operational excellence.
Management & leadership
- Establish the department and team objectives.
- Oversee and supervise employees, direct daily activities and maintain a high standard of service delivery.
- Motivate team members, guide and monitor their performance and suggest and implement corrective actions.
- Provide operations team with inputs on leave planning and roster preferences to enable operations team to prepare rosters.
- Contribute in developing and formulating the department strategy with contact centre managers to drive business.
About You:
To
be successful in this role, you will need a relevant bachelors degree
combined with a minimum of five years job-related experience
specifically within a Contact Centre management team. You will have a
strong customer service ethos and be effective in communicating at all
levels of staff and the ability to effectively manage a team.
Strong management and leadership skills are a must.
Airline experience is preferred.
English language fluency (written and oral) is essential.
Note: you will be required to attach the following:
1. Resume / CV
February 2024
