Job Description

• Oversee the day-to-day operations of the contact centre, including workforce planning, resource allocation, and performance management

• Develop and implement strategies to improve operational efficiency, productivity, and customer satisfaction

• Lead and motivate a team of team leaders, supervisors, and agents, providing coaching, training, and support

• Collaborate with other departments, such as Quality Assurance and Training, to ensure consistent service delivery

• Monitor and analyse key performance indicators, identifying areas for improvement and implementing corrective actions

• Ensure compliance with relevant policies, procedures, and industry regulations

• Foster a positive and engaged work environment that promotes employee well-being and professional development

• Minimum 5 years of experience in a senior operations or contact centre management role

• Proven track record of leading and developing high-performing teams in a fast-paced, customer-centric environment

• Excellent problem-solving, decision-making, and conflict resolution skills

• Strong understanding of contact centre operations, including workforce management, quality assurance, and performance management

• Proficient in data analysis and reporting, with the ability to use insights to drive continuous improvement

• Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams

• Familiarity with relevant industry regulations and best practices