This dual-role position requires leading a team of agents while simultaneously developing and delivering training programs to ensure high-quality customer service
Job Summary
This dual-role position requires leading a team of agents while simultaneously developing and delivering training programs to ensure high-quality customer service.
The successful candidate will be responsible for managing escalated complaints, conducting quality audits, and fostering a positive collaborative team environment.
Key duties include assessing agent skill levels, creating targeted coaching plans, and staying updated on industry changes to relay knowledge back to the team.
Matching Summary
Match Score: 85
This dual-role position requires leading a team of agents while simultaneously developing and delivering training programs to ensure high-quality customer service.
Skills & Requirements
Must-have
2-3 years contact centre experience
Team leadership and coaching skills
Training program development and delivery
Nice-to-have
Strong analytical skills for performance improvement
High emotional intelligence and empathy
Proactive professional development mindset
Key Requirements
Minimum diploma or degree in any field
2-3 years of contact centre supervisory experience