To manage and lead the Contact Centre Team, communicating organizational goals, safety practices, and participating in hiring and training, and keeping management updated on team performance. Operations: Monitor customer service levels Use quality monitoring data management systems Monitor customer queries/complaints and corrective action to rectify deficiencies People Management: Manage and lead the Contact Centre team Identify Identify areas of development Coach and manage individual/team performance Reporting: Monitor daily helpdesk
skills Advanced customer relations management skills Ability to manage service delivery contracts holistically