• Set and Meet performance targets for speed, efficiency and quality.
• Manage the daily running of the call centre to ensure the consistency of workflow.
• Monitor random calls to improve quality, minimize errors and track operative performance.
• Plan and develop the recruitment of new hires to enhance the caliber.
• Review the performance of staff, identifying training needs and plan training sessions to ensure continues development.
• Handle the most complex customer complaints or enquiries.
• Develop, implement and review core responsibilities and tasks.
• Analyze performance statistics and take decisions based on them.
• Improve performance by raising efficiency and sourcing new equipment.
• Produce quantitative and qualitative reports on Call Center KPIs and related data with relative recommendations and analysis to improve the call center's Operation.• Monitor and measure actual delivered customer experience through all touch points.
• High value treatment across touch points: CC and IVR (strategy / implementation).
Bachelor's degree from a recognized university.Minimum 1 year experience as a team leader.Strong coaching, communication and leadership skillsGood sense of time management, planning and organizationStrong customer orientation.Fluent English both spoken and writtenvery good computer skills