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.