Job Responsibilities:
•Lead, manage and motivate a Contact Centre team to optimum performance levels to achieve agreed targets contributing to the company's objectives
•Handle daily operational tasks such as monitoring, coordination with different teams and departments and arrange team internal matters
•Provide clear and concise direction, support and guidance to the team through effective coaching, leadership and setting of SMART objectives
Manage performance through regular, effective reviews, addressing performance issues according to the company's policies and procedures
•Conduct development reviews and recommend training and development plans
•Deliver all operational KPI's, achieving set targets and objectives
•Deep-dives into performance trends and propose corrective actions
•Challenge processes and procedures, identify and implement improvements to enhance the customer experience or improve operational efficiency
•Build effective relationships with other teams and departments. Communicate all information clearly and in a timely manner
•Act as a role model to others whilst striving to achieve high standards of performance and customer service
•Ensure full adherence to company policies and imposed policies by the client
•Directly responsible for account KPIs and team’s performance
