In this Role, you’ll get to: 

• Continuously monitor the traffic & highlight discrepancies and take actions on spot if needed to ensure that service levels are met
• Provide constructive feedback – Coach, mentor, motivate and evaluate the performance of the team on a regular basis.
• Identify performance gaps, formulate action plans to address identified gaps, implement and monitor action plans to ensure success.
• Ensure the proper and effective implementation of new and existing customer service structures & procedures
• Understand & analyze traffic reports, proactively make suggestions for improvement
• Monitor team attendance, document infractions and implement corrective action
• Assist with planning/organizing the proper coverage & align staffing
• Supervise the quality assurance process and related training of staff members to ensure quality customer service.
• Participate in recruitment activities (screening, interviewing)
• Act as a backup of Operations Manager if needed

What you’ll Need to Succeed:

• At least 2 years of people management experience in a contact center environment.
• Will be managing at least a group of 15 people in an inbound contact center set up.
• Excellent English communication skills (verbal & written). 
• Must have a strong track record of evaluating, analyzing, implementing, leading, and monitoring effective and efficient processes to proactively improve center efficiency and staff performance.
• Excellent personal and interpersonal skills to interact with a variety of individuals, including building strong partnerships with other departments
• Must be able to handle multiple projects and effectively manage different timelines
• Proven experience and knowledge in effective hiring, training, coaching and people management practices
• Experience in managing remote teams is an advantage
• Proficiency in Microsoft products including Word, Excel and PowerPoint