Requirements
Bachelor's degree in Business Administration, Commerce, Management, or a related fieldminimum 5 years of experience including two years in supervisory level or team leader.Excellent command of Microsoft Office (especially Excel and PowerPoint).Good knowledge of CRM and Contact Center systems (e.g., Zendesk, Freshdesk, Odoo, or similar).Very Good experience with call center reporting and performance dashboardsGood English levelGood in communication Skills.Good presentation skills.Good leadership skills.
Description
Supervise day-to-day contact center operations and ensure agents follow service standards and company policies. Monitor agents’ performance, schedule, productivity including answer rate, adherence, occupancy rate, agent forecasting, and calls quality. Provide coaching, feedback, and on-the-job training to improve agent performance and customer experience. Monthly Tracking for agent KPIs, deliver constructive performance reviews, and implement targeted improvement plans when needed. Track key performance indicators such as service level, average handling time, first contact resolution, quality score, and customer satisfaction. Participate in weekly QA calibration meetings with Quality Auditing teams to improve quality calls and agents performance. Enhance Contact Center Database, including FAQs , Calls Scripts, knowledge base and customer journey tracking. Handle escalated customer complaints and ensure timely resolution in line with approved processes. Prepare daily, weekly, and monthly performance reports for the function manager. Support agents with system, process, product, and policy inquiries during live operations. Collaborate with Quality, Workforce team, Training, Operations, and other departments to improve service quality. Promote a positive team environment focused on accountability, professionalism, and continuous improvement.