Job Summary:

• Responsible for direct supervision of 15-18 agents.

Duties/Responsibilities:

• Responsible for the attainment of client set goals, efficiency targets and overall team performance.
• Performs consistent and affective coaching sessions to address performance gaps.
• Analyzes agent's performance and develop an action plan to bridge gaps.
• Conducts regular performance management to improve challenged members of the team.

Qualifications:

• Candidate must possess at least a High School Diploma, Vocational Diploma / Short Course Certificate or Bachelor\'s/College Degree in any field.
• Open to shifting, flexible in terms of work hours, and working on holidays.
• Strong performance management background.
• Excellent coaching skills.
• Can work under extreme pressure.
• Possess above average English written and verbal communication skills.
• With a demonstrable track record in achieving targets and improving agent performance.
• Service and customer-focused.
• Strong analytical skills; very detail-oriented.
• Strong decision-making and problem-solving skills.
• Knowledgeable in call center tools and processes.