A dual-role professional responsible for managing and motivating a team of agents while also developing and delivering training programs to ensure high-quality customer service and performance.
Key Responsibilities
- Lead, motivate, and coach a team of contact centre agents to achieve key performance indicators (KPIs) and quality standards.
- Manage and resolve escalated customer complaints and feedback, performing service recovery when necessary.
- Conduct regular one-on-one meetings and team huddles, providing constructive feedback and performance evaluations.
- Foster a positive and collaborative team environment, driving team spirit and alignment with company values.
- Plan and conduct product and refresher training, as well as other assigned training, while continuously updating and maintaining training materials to ensure accuracy and relevance.
- Assess agents on their current skill levels, identify knowledge gaps, and create targeted coaching plans to improve performance.
- Monitor and report on training outcomes and employee performance, providing feedback to management.
- Perform quality audits on customer interactions(calls, emails, chats) to ensure compliance with quality standards and brand guidelines.
- Support management in highlighting operational issues and areas for continuous improvement.
- Stay updated on industry changes, business developments, and new technologies, relaying this knowledge back to the team and training materials.
- Provide administrative support within the contact centre operations as needed.
- Any other tasks / deliverables as assigned or expected of.
Requirements
Qualification: Minimum diploma and/or degree in any field
Experience: Minimum of 2-3 years of experience in a contact centre environment, with prior experience in a supervisory/team leader role and training/coaching.
Skillsets and Other Competencies:
- Good leadership, interpersonal, and communication skills (verbal and written).
- Able to teach and guide effectively.
- Proficient in mainstream contact centre software and application.
- Strong analytical skills with the ability to use data to drive performance improvements.
- Strong customer-centric EQ, empathy, and resilience to manage high-pressure situations
- Highly motivated in adapting to new challenges
- Takes ownership of their professional development rather than waiting for instructions
- Able to identify their own learning needs and find the resources to do so
- Committed to own continuous growth
- Communicate clearly to stakeholders
