Job Description

• ‘Direct and constantly improve Operations to ensure customer satisfaction, and improved chat efficiency
• Meet, if not exceed all service levels through effective planning and forecasting
• Coach, mentor and motivate employees in general; train subordinates to be efficient and effective leaders by being accountable for their progress
• Synergize with other departments namely: Human Resources (HR), Training and Quality Assurance (TQA), Workforce (WFM), Finance and Administration, and Information Technology (IT) to ensure success
• Analyze operational practices and implement changes to enhance service operations and profitability for effectiveness and efficiency
• Conduct regular staff meetings to discuss the account’s status and progress keeping the management team abreast with the latest developments
• Collaborate with Training and Quality department to establish excellence in product knowledge and maintain if not achieve exceptional customer service
• Work with the HR department to recruit quality agents, retain employee talent, and maintain smooth interpersonal relationships
• Create a culture of compliance, work ethics, and integrity within the program by being a role model to all employees
• Perform other duties and responsibilities that may be assigned from time to time
• Envision the program’s future and implement plans, strategies and policies to guide and direct employees to achieve it
• Supervise and coordinate the program’s operations and make sure employees have the resources needed to do their jobs
• Establishing organizational compliance and control standards to ensure company staff follow ethical business practices
• Building the program and company image through effective and progressive interaction with clients and other departments
• Establish and maintain operational performance metrics based on identified service level agreements’

Qualifications

• Grade 12
• Experience working on a a campaign in the airline sector (BPO)-Non Negotiable
• Must have been in a a supervisory or management position for a minimum of 2 years within BPO