- High School degree or equivalent
- Experience working in a call centre or customer-support environment
- Excellent communications skills (both written and verbal)
- Proficiency in problem-solving
- Ability to multitask and manage time effectively
- A valid drivers license with own reliable vehicle (essential)
- Duties and responsibilities:
- Recruit, train, and supervise call centre staff.
- Develop performance goals and objectives for the team
- Conduct regular monthly performance evaluations and provide feedback
- Foster a positive and motivating work environment by having monthly anonymous surveys with staff assisted by HR
- Oversee day-to-day call centre operations, ensuring efficiency and productivity
- Develop and implement call centre policies and procedures
- Monitor call metrics and KPIs (e.g., call volume, response time, customer satisfaction)
- Ensure compliance with all relevant regulations and standards
- Communicate daily with the Senior managers / Business Sales Consultant / Client Supervisor regarding operational and staffing requirements, ensuring effective relay to Operations Consultants for staff placement
- Provide relevant written feedback to clients related to operational matters monthly
- Ensure consistency between clients and our company regarding disciplinary processes.
Provide information to potential new clients about service offerings and refer to the relevant Senior managers / Business Sales Consultant / Client Supervisor for further engagement and proposal presentation