RESPONSIBILITIES

Lead and manage a team of passionate and motivated call centre agents, fostering a positive and supportive work environment.
Develop and implement effective operational strategies, workflows, and best practices to maximize efficiency and productivity.
Continuously monitor and analyze key performance indicators (KPIs) to identify trends, areas for improvement, and opportunities for growth.
Develop and maintain strong relationships with clients, ensuring their satisfaction by meeting or exceeding service level agreements.
Conduct regular training sessions and quality assurance assessments to enhance agent performance and improve customer satisfaction.
Collaborate with other departments to streamline processes, resolve customer issues, and provide valuable insights for business growth.

MINIMUM REQUIREMENTS

Proven experience in call centre operations management, preferably within a BPO environment.
Strong leadership skills, with the ability to motivate and inspire a diverse team towards achieving goals.
Excellent analytical and problem-solving abilities, with a data-driven approach to decision-making.
Exceptional communication and interpersonal skills, with the ability to build strong relationships with all stakeholders.
Demonstrated ability to effectively manage multiple projects and meet tight deadlines.
Knowledge of call centre technologies and platforms.
A bachelor’s degree
4 years experience in a similar role