Job Roles and Responsibilities:
Support call centre technology functions across multiple platforms. Responsible for the scheduling of the call centre resources. Responsible for call centre reporting and making recommendations to management on real-time staffing needs; analyse support metrics and identify trends. Responsible for monitoring, auditing and reporting on all customer services functions. Responsible for daily, weekly, and monthly reporting requirements in the US region for sales, incentives, claims, partners, and other ad-hoc reports. You will have the ability to understand and interpret the data and regional objectives in a way that can be operationalised. Play a leadership role within the operations team for the US. Communicate and provide feedback effectively to the customer service team. Continuous implementation of call centre improvements. Take ownership of reporting improvements with the goal to automate where possible.
Job Skills and Requirements:
Call Centre Experience (Preferred) Strong analytical background Experience in a fast-paced multi region environment Communication skills (Written & Verbal) Attention to detail and the ability to multitask Experience in supporting sales or operational environment Tertiary qualification Exposure across a broad range of technology platforms Broad operational experience will be a bonus 2-4 years working experience (1 year in a team lead role).
