To manage and lead the Contact Centre Team, communicating organizational goals, safety practices, and performance. Operations: Monitor inbound and outbound calls and email responses Provide actionable data to internal procedures for logging calls Assess quality of contact centre staff performance Coordinate call calibration sessions People Management: Manage and lead the Contact Centre team Identify areas of development Coach and manage qualification Experience: 3-5 years experience in Call Centre or Customer Relationship Management
activities. Interaction with clients through meetings, calls and emails. Support the troubleshooting, resolving Understanding ESB Integration Skill (IIB, Tibco, Oracle fusion, MQS, Messaging concepts). Working with Queues
not yet accepted
Technical Call Centre & General Admin:
Receive breakdown
breakdown reports from customer and log the call with the relevant regional team
Immediately create
Technical Call Centre & General Admin: Receive breakdown reports from customer and log the call with the
Technical Call Centre & General Admin: Receive breakdown reports from customer and log the call with the
Using a variety of technical tools to enable First Call Resolution (FCR) in the online space – Informix Digital platforms as well as call centres and CEO's Office. Identify top service call drivers and draft suggested on boarding initiatives with customer contact centres Identify potential service improvement tools and
ng a variety of technical tools to enable First Call Resolution (FCR) in the online space – Informix platforms as well as call centres and CEO’s Office.
and communication Strategic and Operational Call Centre Control and reporting Budgeting, expense management
and communication Strategic and Operational Call Centre Control and reporting Budgeting, expense management
launching a groundbreaking Software Engineering Centre of Excellence (COE); dedicated to building future-focused frameworks, methodologies, and ceremonies. This role calls for someone who can proactively drive projects forward