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14-07-2023

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Maintain management of Fixed Contact Centre daily operation, efficiency, planning and etc.;
Monitor the KPIs of Fixed Contact Centre employees, and lead the agents to meet their objectives, by providing mentorship, tools, and professional development;
Prepare reports and analyze data to improve processes and maximize customer satisfaction;
Maintain employee work schedules including assignments, job rotation, training, vacations, and overtime scheduling;
Act as the Voice of the Customer, championing change and improvements across the customer experience, driving change, and influencing future change/projects to support and achieve improvements in the customer experience;
Carry out other tasks related to the position assigned by management.

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Fixed Operations Contact Centre Team Leader