Oversee activities of his team and hence of Contact Centre in their respective shifts to insure quality performance and smooth operation. Organize and direct the staff of our Contact Centre. Assess team’s work and giving them feedback to maximize performance.           

Minimum Graduation 
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 Good communication and interpersonal skills
 Teamwork, discipline, and time management.
 Analytical Skills
 Excellent management and leadership skills
 Coaching Skills
 Ability to work under pressure
 Good in Microsoft Office (Excel & Power Point)

• To communicate the company’s vision, purpose, core values to the grass root level employees
• To implement the policies of ibex in his / her respective team
• To be able to handle team’s concerns and provide conflict resolution. To address all grievances.
• To ensure that highest level of quality customer care is delivered based on pre-defined quality benchmarks.
• To speak in an accent that is fully understood and appreciated by the consumer
• To completely understand consumer language and accent and respond to his/her questions in the best possible manner
• To have extensive understanding of FAQs so ensure smooth delivery of information the consumer.
• Extensive exposure to and first-hand knowledge of the relevant culture names addresses and language.
• To have knowledge regarding efficient usage of software for data entry and/or searching.
• Product knowledge and FAQs.
• To have adequate product knowledge for onward transmission to the consumer to have
• To motivate the employees in order to meet all targets and create healthy competitive environment through recognition, guidance and incentive programs.
• To create a sense of ownership among the employees.
• Team member’s development through additional training and goal setting as identified.
• To make sure that the employees are following the schedule properly.
• Maintain accurate agent performance stats and reports.
• To identify and foresee problems in the existing operations system and come up with solutions and improvements in it.
• To improve and facilitate team work and coordination through effective communication within the team.
• Take escalation calls when needed and promote exceptional customer service by providing first hand resolution
• To promote professionalism in the contact center environment.
• Proficient in the use of Microsoft Office Suite..
• Other related job responsibilities as assigned by Contact Center Manager.
• Skilled at client management, account management and support team management

Knowledge of the processes outlined for:

                   -Case Handling

-Call backs

-Escalations

-Forwarding

-Reporting / Data Logging

Reports

• Statistical data to analyse team’s performance
• Analytical view of team’s KPIs and trends
• Root cause Analysis of challenges and their action taken