• Coordinate daily customer service operations, including complaints, bookings, and reports.
- Track weekly, monthly, quarterly, and annual objectives.
- Monitor and maintain incoming call data.
- Supervise and motivate staff to achieve their best performance.
- Support current and existing employees in handling complaint-related calls.
- Suggest process and product training programs and techniques.
- Communicate with employees and evaluate their training and operational needs.
- Create, monitor, analyze, and interpret operational reports.
- Conduct regular audits to ensure call quality is professional and presentable.
- Ensure all employees adhere to company policies and guidelines.
- Act as a company representative and set a professional example for staff.
- Conduct regular meetings with Team Leaders (TLs) and Floor In-charges.
- Coordinate with vendor support and software teams regarding service-related issues and service upgrades.
- Escalate system and network-related issues to the Administration/IT department and follow up until resolution.
- Ensure customer support activities are effectively managed and processes are streamlined.
- Optimize profitability by controlling operational costs.
- Ensure compliance with health, safety, and security rules.
- Take disciplinary action when necessary, in accordance with company policies.
- Handle employee joining and exit formalities.
- Ensure timely completion of employee confirmation processes.
Job Specifications
• Any Degree.
- 5–10 years of prior experience in Call Centre Operations or Backend Support, preferably in a similar industry.
- Prior experience in handling large teams of 100+ members.
- Strong people-management and leadership skills.
- Excellent verbal and written communication skills.
- Proven ability to work in dynamic and target-driven environments.
- Demonstrated flexibility, initiative, and problem-solving ability.
- Willingness to work in rotational shifts.
- Good knowledge of customer service practices and principles.
- Strong working knowledge of MS Excel, MS Word, and MS PowerPoint.
- Strong analytical, reporting, and decision-making skills.
- Ability to manage multiple priorities and achieve daily operational goals..