about the job.
· To be accountable for ensuring that all operational performance measures are consistently achieved/exceeded;
· Maintain and improve customer satisfaction across all channels and products
· Accountable for managing absence, attrition and adherence within the teams;
...
· Measuring performance of the key Team Members against SMART objectives and behavioral competencies, identifying areas for improvement and personal development through one to one coaching and devising appropriate action plans;
· Responsible for maximizing team productivity;
· To develop, identify, grow and maintain talent by embedding a high-performance culture, providing regular feedback and coaching and ensuring strong succession plans are in place;
· Analyze, interpret and report to the Services Manager on performance statistics identifying trends and presenting appropriate recommendations for improvements;
· Developing excellent working relationships across all functions within the business and management of conflict situations;
skills and experience required.
· 5+ years managing and coaching contact center teams more than 50 members
· Understand different cultures, international background or worked in international environment is preferred.
· COPC/6 Sigma/PMP experience is preferred;