Role Purpose: Day-to-Day supervision of and reporting on Contact Centre Agents dealing with client, prospect, and the public enquiries and service requests, via inbound and outbound telephone calls, e-mails, live chat, social media, and web requests.
Responsibilities:
- Supervise the daily operations of the contact center to ensure service levels, quality standards, and KPIs are consistently met.
- Lead, coach, and support a team of contact center agents, including performance monitoring, real-time guidance, and motivation.
- Monitor live queues, call volumes, and agent availability, taking corrective actions to maintain agreed SLAs (ASA, AHT, abandonment rate, etc.).
- Handle escalated customer interactions and ensure timely and effective resolution in line with escalation and complaint-handling procedures.
- Conduct regular call monitoring and quality checks, providing structured feedback and coaching to improve agent performance and customer experience.
- Prepare and share daily, weekly, and monthly performance reports covering productivity, quality, and customer satisfaction metrics.
- Ensure adherence to approved scripts, processes, system usage (CRM, telephony), and company policies.
Qualifications:
- Bachelor's degree with equivalent relevant work experience desired.
- Knowledge and understanding of property management function and its environment.
- Previous customer service and/or call center experience is essential.
- Previous supervisory or management experience for 1 year as minimum in a high-profile, busy Contact Centre environment is essential.
- Knowledge in Oracle Applications is an advantage.
