Job Description
Key Responsibilities
- Supervise and support a team of contact center agents to meet performance targets and client SLAs.
- Monitor real-time operations, manage schedules, and ensure adherence to workforce plans.
- Provide coaching, feedback, and performance evaluations to drive continuous improvement.
- Handle escalated customer issues and ensure timely resolution.
- Collaborate with QA, Training, and Workforce teams to align on goals and improve service delivery.
- Analyze performance reports and implement action plans to address gaps.
- Foster a positive, high-performance team culture focused on customer satisfaction.
Ideal Candidates (Qualifications)
- Diploma or degree in Business, Communications, or a related field (preferred).
- 2+ years of experience in a supervisory role within a BPO or contact center.
- Strong leadership, coaching, and communication skills. ...