- Responsible for day-to-day operations, training and management of teams to achieve targeted Service Levels
- Conducts regular transaction monitoring and liaise with the Quality team to review calls for the purposes of quality assurance, coaching and training
- Ensure that follow-up actions are in place to address any gaps in staff competency and weaknesses
- In charge of delegating workflow to Team Leaders and ensure operational needs are forecasted and addressed adequately
- Generate daily, weekly and monthly Operational Health reports to Head of Operations
- To do planning, forecasting, implementing and monitoring of assigned campaigns
- Ensures all standards and procedures are followed and maintained
- Liaise with clients whenever necessary to align campaign-related issues
- Collate and send monthly campaign performance reports to clients and Agape management
- Collate and present relevant weekly operational health data to Head of Operations and provide suggestions to address operational gaps as well as forecasted load.
- Responsible for approving annual leaves of respective CSOs and Team Leaders
- Prepare and conduct daily huddles to cascade timely information to all CSOs
- Attend ad-hoc Train the Trainer sessions whenever new campaigns are onboarded and must be able to transfer relevant information to CSOs via product training sessions
- Other ad hoc duties as assigned.
Requirements
- Min. Degree holder with at least 2 years of relevant experience.
- At least 3 years of proven experience in people management, customer relationship management and project management.
- Ability to effectively communicate and engage with senior leadership, peers, staff, customers and other stakeholders.
- Good knowledge of Contact Centre Management tools and technology.