Responsibilities: Leading day to day operations to meet daily/monthly service standards. Monitor and provide feedback on Call Centre Agent(s)' performance, ensuring SLAs are met, and that enquiries are handled promptly and professionally. Identify training gaps including potential areas to improve on across channels and update of information in Standard Operating Procedures (SOPs). Monitor and provide feedback on staff performance, provide real time coaching to the Call Centre Agent(s) as required. Handle escalated situations and assessment of the case that needs to be escalated to the client. Involve in the product/service training, quality assurance, supervising and performance reviews of the team whilst at the same time providing team support regularly. Assist the Operations Manager to develop performance evaluation guidelines and carry out performance evaluations. Assist the Operations Manager in developing customer service response templates and maintain the accuracy of informatio...