Posted:1 week ago|
Platform:
Work from Office
Full Time
Role & responsibilities Supervise and manage a team of customer service representatives or sales agents. Monitor KPIs such as quality scores, average handle time, and customer satisfaction ratings. Conduct performance reviews and provide coaching to enhance team efficiency. Ensure adherence to company policies, industry regulations, and client requirements. Collaborate with quality assurance and training teams to identify improvement areas. Handle escalations and resolve customer issues effectively. Develop strategies to reduce attrition and improve employee engagement. Maintain accurate reports on team performance and operational metrics. Preferred candidate profile 3-5 years of experience in Contact Centre leadership role. Strong team management and problem-solving skills. Excellent communication and interpersonal abilities. Ability to work in a fast-paced, target-driven environment. Familiarity with CRM tools, workforce management, and process optimization. Bachelor's degree in Business, Operations, or a related field (preferred). Willingness to work in rotational shifts, including weekends.
FUSION CX LTD
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