Key Responsibilities
Operational Excellence
Manage daily team operations and communicate campaign requirements
Coordinate with Workforce Management on scheduling
Ensure KPIs and quality standards are met
Drive process improvements and oversee effective escalations
People Management
Monitor team performance and provide coaching and feedback
Motivate the team and administer performance reviews
Support career development to maintain a high-performing, engaged workforce
Reporting & Collaboration
Deliver statistical reports to management
Support staffing and training initiatives
Uphold workplace health and safety policies
Requirements
Education
Bachelor's degree in Information Systems, Business Administration, or related field
Experience
Minimum 2 years in a supervisory/managerial role within a contact centre
Skills
Strong leadership, communication, analytical, and problem-solving abilities
Proficiency in computer applications
Hands-on management style
Knowledge of contact centre best practices