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Company Info
We make trade flow, to change what’s possible for everyone.
Job Purpose:
- Responsible to manage the day-to-day operations of the contact Centre through the effective use of resources and ensure high performance and quality standards of the contact center.
- Additionally, the senior contact center supervisor is also accountable for the effective planning & scheduling of the contact center agents, ensuring that the contact center agents are equipped with the necessary skills and knowledge and should provide periodic reports & analysis to management.
Operational responsibilities:
- Manage day to day operations within the contact centre to ensure seamless operations.
- Manage agents to resolve all queries and provide them with necessary guidance to solve complicated cases
- Review analysis of resolved cases prepared by senior agents and communicate/escalate with internal sections and Business Units.
- Identify various means to measure customer satisfaction and improve services
- Identify the enquiries and queries received by other departments and business units and delegate tasks and responsibilities to team members.
- Manage & ensure current contact centre / back-office technologies are relevant and updated to ensure seamless operations.
- Ensure that the contact centre objectives and KPIs are aligned with organisations strategy.
- Work on projects, as a subject matter expert
Development responsibilities:
- Evaluate suggestions / complaints received via the Customer satisfaction Survey and develop action plans to ensure suggestions and complaints are addressed accordingly.
- Conduct periodic meetings with internal sections & BU manager to discuss possible improvements to organisations overall customer service
- Provide solutions and suggestions for process and e-service improvement to the management.
- Conduct periodic meetings with team members and other sections to identify areas of improvement.
- Define training plans and identify training requirements to ensure Contact Centre agents are equipped with the necessary skills and are updated with new, existing and enhanced services
- Provide intensive and on-going training and coaching on performance to the Contact Centre staff
- Assist the senior of the Contact centre to devise plans to ensure seamless contact centre operations.
- Constantly review the call handling procedure to ensure eliminating the unnecessary actions on the call, which reduce the call handling time and increase the service level and stake holders satisfaction
- Promote new Innovative ways of working and facilitate change to support at all levels of the services
- Form relationships across all levels of the business, engaging employees and managers, coaching and mentoring in continuous improvement activities to develop the culture of continuous improvement.
Team Management responsibilities:
- Develop the KPI’s for the contact centre staff to monitor their performances as per the organization standards
- Establish, review and enhance process and quality management systems which support the business objectives
- Manage performance of individuals and teams through effective performance management techniques, career planning strategies and sharing of best practices
- Mentor and ensure smooth induction of new hires
- Provide helpful feedback and positive communication to motivate contact centre agents to minimize agent attrition rate.
- Active involvement in the recruitment & selection process of CC staff, as well as the ongoing management of these staff
