Customer Contact, Specialist

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About the Role

To manage the operations, supervising a group of Customer Service Representatives to ensure that Customer Contact’s KPIs are met and that the level of service delivered by the team contributes to the overall customer satisfaction and customer loyalty.

To promote teamwork among the team and maintain a conducive and harmonious working environment. To be a coach and mentor to the team in driving and motivating to deliver superior customer service despite stressful and challenging work nature whilst striving to keep the environment exciting and engaging.

Job Responsibilities:

Workforce Management:

Forecast inbound contact volumes across all channels, including non-phone interactions.

Develop and manage staff schedules aligned with forecasted volumes, including...