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Contact Centre Manager
4 weeks ago
Job Description:
- Provide leadership and regular coaching to Team Leaders and Agents.
- Responsible for managing the day-to-day running of the contact centre, which includes effective resource planning in ensuring KPIs are consistently achieved
- Work closely with HR to ensure fast, effective, and quality staff recruitment
- Build an engaging and motivated workforce by creating a positive and vibrant environment for staff to thrive. This could be in the form of daily huddle sessions, team building activities and monthly coaching sessions.
- Conduct consistent reviews of staff performance to identify training gaps and needs
- Take ownership and resolve any urgent or critical issues escalated by the Client or team
- Work closely with Client to support investigation and service recovery process
Requirements:
- Candidate shall possess a recognized Degree.
- At least 5 years of experience in managerial positions in the contact center industry.
Tell employers what skills you have
Coaching
Staff Training
Leadership
Contact Center Management
Resource Planning
Investigation
process ownership
Team Leader
Staff Training Facilitation
Human Resources
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