Key Responsibilities
Lead a team of Contact Centre professionals to deliver high-quality customer service, ensuring seamless operations and continuous improvement.
About the Role
This leadership position involves overseeing daily activities, organizing staff, and providing constructive feedback to optimize performance.
Leadership Qualities
* Foster effective communication among team members.
* Implement company policies and vision at the grassroots level.
* Maintain conflict resolution skills and handle employee concerns.
Customer Service Expertise
* Deliver exceptional customer care based on established quality benchmarks.
* Communicate complex information clearly in an understandable accent.
* Show empathy and understanding of consumer language and accent.
* Possess extensive knowledge of FAQs for smooth delivery of information.
Tech-Savviness
* Manage software efficiently for data entry and searching tasks.
* Utilize Microsoft Office Suite effectively.
Performance Management
* Monitor agent performance statistics and reports.
* Motivate employees through recognition, guidance, and incentives.
* Create a sense of ownership and facilitate team development.
Critical Thinking
* Identify operational issues and propose solutions.
* Facilitate teamwork through effective communication.
Reports and Data Analysis
* Analyze team performance metrics and trends.
* Conduct root cause analysis of challenges and implement corrective actions.
Knowledge of processes:
* Case Handling
* Call backs
* Escalations
* Forwarding
* Reporting / Data Logging
Core Competencies
* Client management
* Account management
* Support team management