Assist Customer Service Manager in managing and driving the outsourced call centre in delivering high quality service to NLT customers.

Responsibilities :

• Take ownership of monitoring and managing the call centre’s performance, ensuring that Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) are consistently met. Validate and provide insights on call centre reports to the management team.
• Oversee the quality of customer interactions by implementing and driving quality improvement initiatives. Collaborate closely with the vendor to ensure adherence to high standards of service and customer satisfaction.
• Conduct thorough audits of the call centre’s operations, identifying process and knowledge gaps. Develop and execute comprehensive action plans in partnership with the vendor to address and close these gaps, ensuring continuous improvement.
• Lead the implementation, review, and streamlining of work processes, SOPs, and procedures to enhance operational efficiency and service quality. Drive innovation and change management initiatives within the team.
• Perform in-depth analysis of customer interactions, identifying key call drivers and trends. Utilize interaction analytics to understand customer sentiments, improve customer experience, and optimize call centre performance.
• Spearhead the communication and training of the call centre team on new business initiatives, systems, policies, and processes. Ensure the team is well-equipped to handle evolving customer needs and company directives.
• Act as a key support to the Customer Service Manager in strategic decision-making. Take on leadership responsibilities in special projects and initiatives that contribute to the overall success of the customer service function.
• Undertake other duties and responsibilities as assigned by the Customer Service Manager or senior management.

Requirements :

• Diploma or higher qualification with at least 4-5 years of experience in a call centre environment, including leadership or supervisory experience.
• Strong written and verbal communication skills, with the ability to influence and collaborate effectively
• Strong leadership qualities with the ability to lead a team and work collaboratively in a cross-functional environment.
• Advanced proficiency in Microsoft Excel and data analysis. Experience with interaction analytics and customer experience management tools is a plus.
• Demonstrated ability to identify issues, propose solutions, and drive continuous improvement in a fast-paced environment.