Recruitment Criteria**

Education:** Bachelor’s degree in information systems, Business Administration, or a related field.**

Experience:** Minimum of 2 years in a supervisory or managerial role within a contact centre environment.**

Skills & Competencies:**

• Excellent written and verbal communication skills.

• Strong interpersonal, leadership, and motivational abilities.

• Proficiency in computer applications and reporting tools.

• Strong analytical, organizational, and problem-solving skills.

• Attention to detail with the ability to prioritize and multitask effectively.

• Hands-on management style with proven ability to drive performance.

• Up-to-date knowledge of contact centre best practices.

Operational Excellence**

• Clearly understand and communicate business requirements for assigned campaigns.

• Provide daily direction and support to ensure customer inquiries are handled efficiently, accurately, and professionally.

• Coordinate with Workforce Management (WFM) on staff scheduling, shift adherence, and attendance reporting.

• Ensure CSEs (Customer Service Executives) meet Key Performance Indicators (KPIs) and comply with quality standards.

• Continuously evaluate processes and recommend improvements to enhance efficiency and customer satisfaction.

• Structure and guide effective escalations to ensure timely resolution.

• Conduct pre-shift and post-shift team briefings, recognizing achievements and addressing challenges appropriately.

People Management****

• Monitor individual and team performance, providing regular feedback, coaching, and corrective action where necessary.

• Motivate and engage team members to maintain high morale and productivity.

• Ensure CSEs have the necessary training, resources, and support to succeed.

• Draft, communicate, and implement team KPIs in alignment with organizational goals.

• Administer performance reviews and develop staff for career growth.

• Maintain a positive, collaborative, and high-quality work environment.

Reporting & Collaboration**

• Provide accurate statistical reports and performance updates to management.

• Support the Operations Manager in staffing, training, recognition programs, and other contact centre initiatives.

• Always uphold Workplace Health & Safety (WH&S) standards and company policies.