High School degree or equivalent
Experience working in a call centre or customer-support environment
Excellent communications skills (both written and verbal)
Proficiency in problem-solving
Ability to multitask and manage time effectively
A valid drivers license with own reliable vehicle (essential)
Duties and responsibilities:

Recruit, train, and supervise call centre staff.

Develop performance goals and objectives for the team
Conduct regular monthly performance evaluations and provide feedback
Foster a positive and motivating work environment by having monthly anonymous surveys with staff assisted by HR

Oversee day-to-day call centre operations, ensuring efficiency and productivity
Develop and implement call centre policies and procedures

Monitor call metrics and KPIs (e.g., call volume, response time, customer satisfaction)
Ensure compliance with all relevant regulations and standards
Communicate daily with the Senior managers / Business Sales Consultant / Client Supervisor regarding operational and staffing requirements, ensuring effective relay to Operations Consultants for staff placement
Provide relevant written feedback to clients related to operational matters monthly

Ensure consistency between clients and our company regarding disciplinary processes.

Provide information to potential new clients about service offerings and refer to the relevant Senior managers / Business Sales Consultant / Client Supervisor for further engagement and proposal presentation

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