Role & Responsibilities

• Recruitment, Training, and Mentorship – Assist in recruiting, mentoring, and training junior and new staff, ensuring they are fully prepared for live operations with smoothly executed skills and adherence to daily workflows.
• Performance Management – Engage in career counseling, coaching, performance development, 1:1 mentoring, team meetings, and operational calibration to help the team meet established goals.
• Client Issue Resolution – Address client issues efficiently and accurately throughout the implementation lifecycle.
• Roster and Efficiency Control – Manage team scheduling, collaborating with Workforce Management (WFM), Quality Assurance (QA), and training teams to gather feedback on productivity and quality for continuous service improvements.
• Operational Monitoring – Utilize workforce management and business tools to oversee calls, emails, chats, and messaging channels, ensuring adherence to schedules.
• Additional Responsibilities – Complete tasks as assigned by the Operations Manager.

Requirements

• English Proficiency – Fluent in speaking, listening, writing, and reading, with the ability to work in an English-speaking environment.
• Education – University or college degree required.
• Supervisory Experience – Minimum of 2 years leading a team of 10+ in a call center/contact center setting.
• GDS System Experience – Familiarity with GDS systems.
• Availability – Able to work 24/7 with a schedule of 5 days on and 2 days off per week, as per operational needs.