Job Description

Roles & Responsibilities

KEY RESPONSIBILITIES

• To manage the performance of the team, develop and coach team members when they are carrying out their normal duties.
• To recognize and reward the contribution of team members in a timely manner so they are motivated and encouraged towards continual excellent quality customer experience.
• To deal with underperformance cases in a professional, consistent, and timely manner, seeking advice as necessary.
• To conduct regular 1:1 daily checkpoints and weekly PEPs.
• Facilitate open discussions with all team members, providing them with feedback on their performance, coaching them on how to improve, and agreeing on and monitoring development plans.
• To manage the workloads of the team, motivating them to ensure that all KPIs are met.
• Communicate effectively with the team ensuring that all messages and information are being communicated consistently.
• Ensure a high standard of code and leadership by being a role model and setting an example for others to follow.
• To manage client relationships where applicable.
• To manage the day-to-day activities in the call center with your peers and the OMD team.
• To ensure that agreed service levels for the support are consistently delivered across all lines of business.
• To be flexible, independent, and innovative.
• Communicate with Remote sites and Clients - on a weekly basis.

Quality

• To monitor and provide feedback on all transactions (calls, emails, faxes, data entry, case logs) as applicable to current and future business.
• To provide individual coaching & training to team members where appropriate.
• Reach targets in respect of quality.
• Foster a culture of continuous improvement in the account and overall operation.

Desired Candidate Profile

EXPERIENCE, KNOWLEDGE, AND SKILLS REQUIRED

• Fluency in the English language B2+
• Luxor Based
• Candidates should be qualified for a University Degree level or equivalent
• Previous Call Centre management experience is a must
• Knowledge in Microsoft Office Word/PowerPoint/Excel.
• High-level knowledge of PC applications Hardware & Software (Preferable).
• Excellent communication skills.
• Ability to work on one s own initiative and under pressure to achieve results and targets.
• Demonstrate organizational and time management ability.
• Professionalism to deal with people management issues as they arise.
• Good attention to detail is a requirement.