The incumbent is responsible for the smooth operational processes that our customer experience, when they interact with the Grab transportation platform across the contact center touch-points.
Get to know the Role:
Provide support to Team Manager in team management and meeting the objectives of the organization in relation to Contact Centre operations
The day-to-day activities:
Highlight staff issues to Manager in a timely manner
Support implementation of operational changes on the ground
Working with RTA/WFM to ensure smooth operation and meet/adhere to operational requirements
To be a resource person/ point of escalation within the Contact Centre and to ensure the timely and accurate communication of information
Coordinate with other departments in regards to managing on the ground issues ensuring smooth operations
To provide satisfactory resolutions to customer issues escalated from the Contact Centre Agents
To be available to support Contact Centre staff when required, including taking calls/emails during peak / overflow periods
To assist with coaching / training of the Contact Centre Agents to achieve individual target metrics
Responsible to manage call centre facilities/assets and flag out and escalate malfunction for rectification
Conduct pre/post briefing ensuring team members are kept abreast of operational development
Performance assessment will be a combination of team and individual performance
The must haves:
3-4 years’ experience in leading a contact center operations
Fluent in English both oral and written, and local languages.
Excellent communication, presentation and interpersonal skills.
Experience in managing teams, motivating, coaching and inspiring team members to achieve excellent customer experience.
Ability to deal with people from all levels professionally, effective planning, organizing, delegating, and time management skills.
Experience and skill in areas such as process development & audit, quality management & training, as well as workforce management and reporting are highly desirable.
Analytical and process oriented; ability to problem-solve
Should be willing to work on shift or 24/7 environment
