Lead and empower a team of call center agents to deliver outstanding customer service and consistently meet performance goals. This role requires strong leadership, excellent communication, and problem-solving abilities, along with a commitment to customer satisfaction.

Key Responsibilities:

Team Leadership & Development:

• Supervise, motivate, and mentor call center agents to maximize performance.
• Develop and conduct training programs to enhance agent skills and product knowledge.
• Proactively address team issues, resolve conflicts, and foster a positive work environment.
• Manage team schedules and ensure adequate shift coverage.
• Shift duty.

Customer Service Excellence:

• Monitor call quality and provide feedback to agents for continuous improvement.
• Handle escalated customer inquiries and resolve complex issues efficiently.
• Ensure all agents are following company customer service guidelines.

Operational Efficiency:

• Monitor call volume and manage call queues to ensure optimal service levels.
• Assist in developing and implementing new processes and procedures to improve efficiency.
• Ensure compliance with company policies and industry regulations.

Communication & Collaboration:

• Communicate effectively with team members, supervisors, and other departments.
• Provide clear and timely updates on performance expectations, company news, and policy changes.
• Collaborate with other teams to ensure seamless operations and achieve business goals.

Ad-Hoc Duties:

• Handle any other duties that are assigned by management.

Qualifications and Skills:

• Strong customer service skills and a passion for delivering exceptional service.
• Excellent leadership and organisational skills.
• Able to motivate and mentor a team of Customer Relations Officers.
• Strong communication, problem-solving, and decision-making skills.
• Ability to prioritise tasks and work under pressure.
• Flexibility to work varying shifts, including weekends and holidays.