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Role & responsibilities

• Team leadership and management:

• Provide regular coaching, feedback, and performance evaluations to foster a high performance culture.

• Motivate and engage the team to ensure high morale and employee retention.

• Recruit, hire, train, and mentor contact center staff, including agents and team leaders.

• Address and resolve complex employee issues, performance problems, and conflicts.

• Operational strategy and process improvement:

• Develop and implement operational policies and procedures to enhance efficiency and service quality.

• Monitor and analyze KPIs such as AHT, CSAT, SLAs.

• Use data analytics to identify trends and opportunities for improvement in processes and service delivery.

• Collaborate with other departments to align contact center operations with broader business objectives.

• Workforce management:

• Forecast contact center needs and manage workforce planning and agent schedules to ensure adequate staffing levels.

• Monitor call queues and real-time performance to make necessary adjustments to staffing.

• Customer experience management:

• Implement quality assurance processes to monitor agent performance and ensure service standards are met.

• Use customer feedback to inform decision making and drive improvements in service delivery.

• Financial and administrative management

• Manage the departmental budget and resources to maximize operational productivity and meet financial targets.

• Prepare and present regular performance reports and action plans to senior management.

• Ensure compliance with company policies and industry regulations.

Preferred candidate profile

• Minimum of 6 years of experience in a managerial or leadership role within a Contact Center environment.
• Proficiency with Contact Center software, CRM systems, and performance analysis tools.
• A minimum of a bachelors degree may be required.
• COPC certification with Hospitality background is a plus.