• Supervise the day-to-day planning, operation and problem-solving of a team of agents to meet with the required service level components, quality and KPI targets.
• Support superior in managing day-to-day operating expenditures against operating budgets to ensure efficient usage of resources Supervise customer care agents to ensure processes and standard operating procedures are adhered to when performing Monitor the agent activity and movement to ensure manpower is fully occupied as desired Monitor complaints logs to ensure complaints are attended and closed within stipulated key performance indicators Identify and evaluate key areas/processes to improve upon to increase client and customer satisfaction level Prepare regular/ad hoc KPI reports and identify areas for improvement Conduct daily team briefings outlining any urgent issues, updates on promotions/campaigns, trade announcements, etc. to ensure agents are fully educated Act as gatekeeper of problems raised and escalate to related departments Establish and maintain good working relationships with clients/customers.

Demonstrate knowledge in customer service principles and practices Proven CRM and SAP knowledge Proven experience in call center/customer service environments Proven ability in multi-tasking and prioritizing load Demonstrate high attention to detail, follow-through and accuracy Demonstrate proficiencies in office productivity tools (e.g. Excel, Word and PowerPoint) Demonstrate fluency in local and ideally in English, both written and spoken Demonstrate appreciation and respect for cultural sensitivities especially in cross-country/-cultural interactions Demonstrate ability to handle highly sensitive and confidential information with integrity