Key Responsibilities:monitor key performance indicators, and ensure 100% delivery of Service Level Agreements (SLAs). Oversee team members' performance metrics, including workload distribution, customer satisfaction scores, complaint trends, and quality assurance evaluations. Implement performance improvement plans for underperforming staff. Identify service delivery gaps and optimize operational workflows to drive efficiency and effectiveness. Conduct regular one-on-one meetings with team members to address concerns, enhance skill sets, support career development, and manage overall team building and performance. Handle administrative duties for the team, including shift scheduling, attendance reporting, and facilitating the offboarding process. Anticipate and assess operational risks, escalating critical issues to senior management in a timely manner. Enforce information security protocols within the team and fully cooperate with the Information Security department on all related matters.
Qualifications:Bachelor's degree or above,Fluent in English(speaking and reading) Min. 2 years of experience in customer service, with at least 2 years in a team management or supervisory role. Strong interpersonal and communication skills, with the ability to quickly understand client needs and conduct effective employee coaching sessions. High resilience under pressure and a strong sense of responsibility. Proficient in Windows operating systems and standard office software (e.g., Microsoft Office Suite). Knowledgeable about the BPO (Business Process Outsourcing) industry landscape, with the ability to anticipate client needs and respond proactively to market changes