Key Responsibilities

Team Leadership and Performance Management

Supervise, coach, and motivate a team of customer service and telesales agents to achieve performance and productivity targets.

Conduct regular performance evaluations, coaching sessions, and development plans.

Manage team attendance, scheduling, and adherence in coordination with Workforce Management (WFM).

Operational Management

Ensure compliance with SLAs, KPIs, company policies, and operational procedures.

Monitor real-time operational metrics (AHT, CSAT, FCR, productivity, etc.) and implement corrective actions when required.

Identify operational gaps and lead continuous process improvement initiatives.

Quality and Customer Experience

Partner with Quality Assurance teams to enhance service quality and customer satisfaction.

Handle escalated customer cases and ensure timely and effective resolution.

Maintain high standards of professionalism, compliance, and service excellence.

Reporting and Performance Analytics

Prepare and present daily, weekly, and monthly operational reports.

Analyze performance data and provide actionable insights and recommendations to management.

Monitor performance trends and propose strategies to optimize productivity and quality outcomes.

Cross-Functional Collaboration

Coordinate with WFM, QA, Training, HR, and IT teams to ensure seamless operational delivery.

Support onboarding and nesting programs for new hires to ensure operational readiness.

Qualifications and Experience

Bachelor’s degree in Business Administration, Communications, or a related discipline (preferred).

Minimum of 2–4 years of experience in BPO/Contact Center operations, including at least 1 year in a supervisory or leadership role.

Strong understanding of contact center KPIs, SLAs, and operational metrics.

Excellent leadership, communication, and problem-solving skills.

Advanced proficiency in MS Excel, reporting tools, and CRM systems.

Ability to work in rotational shifts and manage multiple priorities in a dynamic environment.

Core Competencies

People Leadership and Coaching

Performance and KPI Management

Operational Reporting and Data Analysis

Customer Experience Management

Process Improvement and Optimization

Conflict Resolution and Escalation Management

للتقديم الان