I. Daily monitoring of the CC performance against its set of KPIs and SLAs
II. Establish an interviewing set of exercises and tests to assess the eligibility of new candidates
III. In cooperation with the team leaders create and update a set of digital training (Training Package) materials for new recruits that gives all the knowledge and information about the activities of the Call Centre agent as well as soft skill course to be delivered to new recruits as well as existing needing agents
IV. Create and manage the execution of a reward program scheme for excellent call centre performers
V. Establish motivational activities every week to boost the morale and allow Call Centre agents to improve on their performance
VI. Analyse performance and establish a quarterly improvement plan with targets to be achieved at an individual agent level as well as at the call centre level.
VII. Directly interact with vendors and responsible persons for additional features, technical issue resolution and service providers follow-ups
VIII. Ensures all tools, equipment and services are kept in good state and working well for a smooth operation of the agents and team leaders
IX. Performs quality calls audit randomly on a weekly basis and rate them based on specific and detailed points of improvements including the steps to take to get better
X. Coordinates with the team leader to provide support and best service to all our clients and agents
XI. Understand all organization’s products, services, procedures and guidelines and communicate same to all team members
XII. Takes on ad-hoc projects related to customer or sales agents’ interactions, as requested by the GLP teams
XIII. Sources for additional options of ticketing systems to be integrated in the PBX with all its operational implications, and implements the approved option within a defined timeline
XIV. Support and take ownership of the integration of the PBX data into our BI tool

- Degree Supply Chain Management; Business Administration; Systems Management; Sales and Marketing or Customer Service Management
- 5 year relevant work experience in a similar role is a requirement, experience and direct interaction with data analysis tools and different types of PBX is a requirement.
- Relevant work experience involving communication and interaction with IT or call centre vendors