Job Purpose

With over 40 years of global trading experience, SkyCargo connects people and businesses to a world of incredible opportunities. Within this role you will ensure effective day‑to‑day contact centre operations by leading shift activities, managing performance, and resolving real‑time issues. Drive service excellence by aligning resources with demand, supporting agents, and delivering key updates. Foster a high‑performance culture through knowledge sharing, engagement, and acting as deputy to the Contact Centre Manager when required.

Responsibilities

• Lead daily shift performance by proactively managing workflows and productivity, ensuring service level agreements (SLAs) and quality targets are consistently achieved with minimal disruption to customer experience.
• Provide hands‑on support during shifts as the go‑to contact for agents and supervisors resolving escalations, offering sales and product guidance, and ensuring informe...