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- Lead and inspire a team of Contact Centre Agents/ Advisors to achieve service targets, deliver outstanding customer service, and maintain brand values.
- Monitor and support team members in their day-to-day tasks, providing feedback, coaching, and development.
- Assist in the training and onboarding of new team members, ensuring they are equipped with the necessary skills to succeed.
- Conduct regular performance reviews and one-on-one meetings with team members to discuss progress and provide constructive feedback.
- Ensure team members are adhering to processes and procedures, maintaining high levels of compliance and customer satisfaction.
- Contribute to the continuous improvement of operational processes and team efficiency.
- Maintain a positive and motivated team environment, promoting teamwork, collaboration, and personal development.
- Previous experience in a Customer Experience leadership or supervisory role within a call centre or customer service environment is essential.
- Strong communication and interpersonal skills, with the ability to motivate and engage a team.
- Excellent problem-solving and decision-making abilities.
- Experience in coaching and developing staff to meet performance goals.
- A proactive and positive approach to managing challenges and driving team success.
- Knowledge of metrics and performance management.
