Manage and monitor SBR level and team performance against established KPIs and utilise the performance data to drive positive change in areas such as CSAT, Productivity, Quality, and Contact Rate
Analyse data to identify trends and make recommendations for process /product/ policy improvements to improve customer experience
Collaborate with the Workforce Management Team to review the final weekly forecast, staffing, and scheduling, and develop solid tactics to maintain spent time and balance seasonality impact and the needs of the operations team
Collaborate with the Project Management Team to execute initiatives, strategies, and tactics originating from regional, local, and/or proposed by the operational team itself to improve performance objectives
Collaborate with the Training and Quality team to identify the agents quality issues and create a quality improvement plan
Use learnings from team members to identify opportunities and advocate for product/ process/ policy improvements to improve customer experience
Handle escalated customer inquiries and complaints, working to resolve issues with respective stakeholders in a timely and satisfactory manner
Consolidate the necessary and complete information for the Weekly or Bi-Weekly internal review or report presentation
Requirements
Minimum of 2 years of consecutive working experience as a Supervisor
Excellent understanding of the contact centre operation
Sound knowledge of customer satisfaction and quality programs
Experienced and enjoy leading, inspiring, and motivating others to meet goals and metrics
Data-driven, familiar with advanced data processing in Google Sheets
Has a user-centric and growth mindset
Demonstrate good problem-solving and analytical thinking skills
