
Customer Service Excellence Manager
2 days ago
Ambitious Team Leader Required to Drive Excellence in Customer Service
As a seasoned professional with expertise in customer service, you will be responsible for leading a high-performing team and driving business results through exceptional leadership and strategic planning.
About the Role
- You will oversee the rostering process, ensuring optimal resource allocation and minimizing shrinkage.
- Closely monitor key performance indicators (KPIs) such as Average Handling Time (AHT), Service Level Agreement (SLA), Attrition, Shrinkage, and Customer Satisfaction (CSAT).
- Diligently analyze KPI data to identify areas for improvement and develop targeted strategies to enhance team performance.
Key Qualifications
- Bachelor's degree from an accredited institution.
- At least three years of experience in Business Process Outsourcing (BPO)/Call Centre operations, with at least 1.5 years of experience as a Team Leader focused on customer service.
Essential Skills
- Exceptional leadership skills with the ability to motivate and manage teams effectively.
- Strong analytical and problem-solving skills, with the ability to interpret complex data and make informed decisions.
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