Job Descriptions:

• Lead, motivate, and coach a team of contact centre agents to achieve performance targets and service excellence

• Monitor and manage day-to-day operations across all communication channels

• Support agents in handling complex complaints, escalations, and sensitive consumer cases for a timely resolution

• Review team and individual performance data, identify trends, and drive continuous improvement

• Prepare and present daily/weekly/monthly performance reports

• Create concise and impactful operational briefing decks for stakeholder meetings

• Collaborate closely with end-market Team to ensure alignment on performance metrics, issue resolution, and continuous improvement initiatives

• Collaborate with cross-functional teams (Supply Chain, Marketing, Finance, IT) to resolve systemic issues and improve processes

• Conduct regular one-on-one and on-the-floor coaching sessions to build capability and engagement

• Manage team schedules, attendance, and adherence to shift timings

• Ensure adherence to quality, compliance, and data protection standards or regulatory guidelines

• Utilize SAP and Salesforce to oversee case management, order flows, and performance metrics

• Foster a positive, inclusive, and high-performing team culture

• Identify opportunities for upselling and service enhancement through onboarding, agent training upskilling and coaching