Job Description

• Managing performance of the Customer Service agents - remotely managing
• Conducting performance review, team meetings and coaching sessions
• Coach, develop and provide feedback to your team
• Ensuring compliance and call standard are achieved
• Rolling out new business processes
• Reporting into the Assistant Contact Centre Manager
• Act as a role model
• Deal with escalated calls

Required Knowledge, Skills, and Abilities

Previous experience in contact Centre leadership and directly managing customer service agents. Strong verbal written skills. Problem solving skills. Strong communicator. Resilience and patience. Able to take ownership. IT Literate.