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Job Summary
Operational Management
- Lead the daily operations of the call centre, implementing strategic initiatives to enhance performance and call quality
- Set, monitor, and achieve key performance targets for speed, efficiency, sales, and quality standards
- Ensure optimal staffing levels and shift patterns to meet call volume demands
- Maintain comprehensive knowledge of industry trends and best practices to drive continuous improvement
Team Leadership & Development
- Oversee recruitment, onboarding, and ongoing development of call center staff in collaboration with HR
- Provide leadership and direction to team leaders and agents through coaching, mentoring, and performance management
- Design and implement training programs covering product knowledge, customer service skills, and operational procedures
- Create and manage incentive programs to drive motivation and retention
Customer Experience
- Ensure agents are equipped with the necessary knowledge and skills to resolve customer inquiries effectively
- Handle escalated customer issues requiring senior intervention
- Maintain high standards of customer service across all interactions
- Oversee outbound sales initiatives and student engagement strategies
Training & Development
- Develop comprehensive onboarding programs for new hires
- Create development plans for existing staff to support career progression
- Ensure team stays current with product updates and promotional offerings
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