Responsibilities:

- Supervise daily operations of the call centre team.

- Supervise a team of customer service representatives to achieve service level agreements, quality, and productivity targets

- Train, monitor, and motivate call centre agents to implement efficient sales, service, and contact centre processes for the highest performance levels.

- Monitor and evaluate call quality, providing feedback and coaching to representatives to improve performance

- Identify and implement process improvements to increase efficiency, reduce errors, and enhance customer satisfaction

- Analyse and report on key performance indicators (KPIs) such as call volume, abandon rate, and customer satisfaction

- Collaborate with other teams to resolve customer issues and improve overall customer experience

- Develop and implement training programs to improve representative skills and knowledge

- Conduct performance evaluations, provide coaching, and implement corrective actions as needed

- Oversee all non-sales functions including call quality control, call routing, IVR, and technical support issues.

- Handle escalated customer inquiries and complaints.

Requirements and Skills:

- Associate's degree in Business Administration, Communications, or a related field

- At least 2 years of experience in a call center environment, with a proven track record of achieving performance targets

- Excellent leadership, communication, and interpersonal skills

- Strong analytical and problem-solving skills, with the ability to interpret data and make informed decisions

- Experience with call center software, technology, and systems, such as ACD, IVR, and CRM

- Ability to work in a fast-paced environment, with a focus on achieving results and meeting deadlines

- Strong customer service skills, with a customer-centric approach to resolving issues and improving experiences

- Ability to work varying shifts, including evenings, weekends, and holidays as required