Work closely with Operation Managers and Team Leads to ensure that they can understand and adopt the content materials.
Work closely with the Client to manage high priority cases.
Manage the productivity, performance and service quality of the Contact Centre team.
Work closely with the Knowledge Management Engineer (KME) on the efficacy of call agents by updating of workflow and knowledge articles.
Work closely on projects assigned by Client to improve customer experience.
Train the Contact Centre team based on the provided resources. Take ownership of team results, understand developmental needs, and provide support to the team.
Work with respective stakeholders to ensure that all information is being cascaded accurately.
Support and guide the Contact Centre team in their proficiency and knowledge of the programme.
Provide feedback and recommendations on service delivery.
Requirements
At least 2 years of relevant supervisory experience in contact centre, customer support and customer service functions
Diploma / A-Level / Degree
Ability to train the Contact Centre team on systems and programme-related information
Self-driven with excellent interpersonal and communication skills
Good communication skills in English
Proficient in Microsoft Excel applications
Ability to take the initiative, work independently, and accomplish tasks with minimal supervision
Ability to work shifts, weekends, and public holidays when required
Ability to handle difficult interactions in a professional manner
