We are looking for someone with customer service experience in a call centre set-up, must have a minimum of 4 years of experience, with a minimum of 1 year experience as a Team Leader/manager. This is a dynamic, hands-on role where you’ll manage operations, quality, training, and performance across a diverse, multilingual team working both remotely and onsite.
Key Responsibilities
- Candidate must be reachable 24x7 for any help.
- Experience in giving training / onboarding new hires,
- Handle team scheduling, should have managed rosters/scheduling for teams working in multiple shifts.
- Oversee Quality Assurance, Training, and Performance Management
- Create and maintain comprehensive reports in Microsoft Excel (pivot tables, dashboards, etc.)
- Conduct interviews, lead onboarding, and manage employee reviews
- Organize and lead weekly client calls; provide clear, data-driven updates
- Proactively manage escalations and implement corrective actions
- Ident...