Job Description

Job Description:

Responsible for direct supervision of 15-18 agents
Responsible for the attainment of client set goals, efficiency targets and overall team performance
Performs consistent and affective coaching sessions to address performance gaps
Analyzes agents performance and develops action plan to bridge gaps
Conducts regular performance management to improve challenged members of the team

Required Skills:

Candidate must possess at least a High School Diploma, Vocational Diploma / Short Course Certificate or Bachelor\'s/College Degree in any field.
Open to shifting, flexible in terms of work hours, and working on holidays
Strong performance management background
Excellent coaching skills
Can work under extreme pressure
Possess above average English written and verbal communication skills
With demonstrable track record in achieving targets and improving agent performance
Service and customer-focused
Strong analytical skills; very detail-oriented
Strong decision-making and problem-solving skills
Knowledgeable in call center tools and processes

Qualification Required

• Undergraduate