
Customer Service Operations Manager
4 days ago
We are seeking a diligent Call Centre Operations Specialist to monitor our real-time performance.
- Key Responsibilities:
- Live Monitoring: Track call queues, agent availability, and system performance in real-time.
- Performance Tracking: Monitor important metrics like wait times, dropped calls, and agent productivity.
- Quick Adjustments: Make immediate action to manage call volume changes, agent schedules, or system alerts to meet targets.
- Issue Escalation: Promptly report any technical problems or major service disruptions to IT or management.
- Basic Reporting: Assist in creating daily or intraday reports on call centre performance.
- Team Communication: Clearly communicate operational updates and instructions to team leaders and agents.
Requirements: 1-2+ years of experience in a call centre, preferably in customer service, real-time monitoring, or operations support. A Bachelor's degree is preferred but relevant experience is highly valued.
Skills:
- Good understanding of call centre operations and common metrics (e.g., Service Level, AHT, Abandon Rate).
- Able to make quick, sensible decisions under pressure.
- Comfortable with call centre software and MS Excel.
- Strong attention to detail and active listening skills.
- Good communication skills.
Benefits:
- Be a key player in ensuring our customers get great service.
- Work in a dynamic and supportive team environment.
- Competitive salary and opportunities for growth.
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