
Managerial Position
20 hours ago
Job Opportunity:
We are looking for a highly skilled and experienced Team Manager to join our organization.
Key Responsibilities:
- To optimize team performance by allocating resources effectively and minimizing wastage through efficient rostering strategies.
- Monitor and analyze Key Performance Indicators (KPIs) and Customer Satisfaction Analysis (CSAT) to identify areas of improvement.
- Manage team performance to meet target outcomes within Service Level Agreement (SLA) guidelines.
- To ensure timely task completion by setting deadlines and tracking progress.
- Develop strategies to reduce attrition rates through effective team management practices.
Qualifications:
- A bachelor's degree is mandatory.
- A minimum of three years of experience in Business Process Outsourcing/Call Centre, with at least one and a half years as a Team Leader focusing on customer service.
Required Skills:
- Strong understanding of KPIs such as Average Handling Time (AHT), SLA, Attrition, Shrinkage, and CSAT.
- Excellent leadership skills with the ability to manage teams effectively.
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