Job Description
Responsibilities
- Oversee daily call center operations across all channels inbound, outbound, digital. Ensure SLAs are consistently achieved: response time, quality, resolution.
- Monitor real-time performance and take corrective actions proactively.
- Maintain strong control over queue management and service levels.
- Ensure full operational coverage by optimizing multi-tasking deployment across the shift and building a multi-skilled team aligned to business demand.
- Provide operational support by stepping in to handle calls when required, while overseeing multi-tasking across functions and ensuring service continuity.
- Lead, coach, and develop Team Leaders to drive performance and accountability.
- Ensure consistent coaching culture aligned to service quality expectations.
- Support recruitment, onboarding, and capability development.
- Address performance gaps with structured action plans.
- Track and ana...
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