The role involves creating, planning, and organizing the curriculum and programmes for the centre while managing day-to-day operations to meet or exceed all KPIs
Job Summary
The role involves creating, planning, and organizing the curriculum and programmes for the centre while managing day-to-day operations to meet or exceed all KPIs.
You will lead the contact centre management team, overseeing recruitment, training, induction, and coaching strategies to ensure high employee engagement.
Responsibilities include acting as the Voice of the Customer to champion improvements in customer experience and driving cost efficiencies.
Matching Summary
Match Score: 75
The role involves creating, planning, and organizing the curriculum and programmes for the centre while managing day-to-day operations to meet or exceed all KPIs.
Skills & Requirements
Must-have
Manage center operations and KPIs
Develop curriculum and programs
Lead staff recruitment and training
Drive customer satisfaction scores
Utilize CRM and WFM tools
Nice-to-have
Experience with telephony systems
Strategic planning for center growth
Continuous improvement methodologies
Cross-company initiative leadership
Key Requirements
Experience in education sector management
Proven track record in customer service excellence