About the role
Responsibilities:
- Team Leadership & Performance
- Lead, mentor, and manage a team of customer service representatives, team leaders, and support staff.
- Set clear performance goals, conduct regular reviews, and provide feedback and coaching.
- Foster a positive, customer-centric culture focused on continuous improvement. Operations Management
- Monitor daily operations to ensure SLAs (Service Level Agreements), TATs (Turnaround Times), and KPIs (Key Performance Indicators) are consistently met.
- Analyse performance reports and call metrics to identify trends, root causes, and improvement opportunities.
- Ensure efficient workforce planning, shift scheduling, and resource allocation. Customer Experience • Drive initiatives to enhance customer satisfaction, loyalty, and Net Promoter Score (NPS).
- Handle escalated customer issues and ensure prompt and fair resolution. Process Improvement & Quality Control
- Identify process gaps and implement improvements to enhance efficiency and quality.
- Collaborate with training and quality assurance teams to develop and implement standard operating procedures (SOPs). Reporting & Analytics
- Prepare and present regular reports to senior management on performance, escalations, trends, and improvements. • Use data and feedback to inform decisions and strategic planning.