To oversee real-time Contact Centre operations at shift level, ensuring agent productivity, quality customer engagement, accurate complaint logging, and effective escalation and resolution—while maintaining operational efficiency and seamless shift coordination.

Requirements
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Bachelor’s degree in a business-related field

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Minimum of 3 years’ experience in a contact centre environment, with exposure to real-time operations and team supervision

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Strong understanding of call handling, complaint management, and escalation processes

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Proven ability to monitor performance and drive agent productivity in a live environment

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Excellent communication and interpersonal skills, with the ability to influence and guide teams

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High attention to detail, particularly in maintaining accurate customer records

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Ability to multitask and perform effectively in a fast-paced, shift-based environment

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Customer-focused, with strong problem-solving skills and ability to manage escalations

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Proactive, results-driven, and highly accountable, with strong coordination skills across teams

Responsibilities

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Supervise real-time Contact Centre operations to ensure agents are active, productive, and delivering quality customer interactions

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Monitor and coach agents to improve performance, adherence, and service standards

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Ensure accurate logging and tracking of customer complaints in all systems

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Escalate customer issues to relevant teams (e.g., Work Management Centre) and follow through to timely resolution

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Coordinate smooth shift handovers to maintain service continuity

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Monitor queues and workloads to ensure efficient call handling and minimal wait times

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Provide shift updates and highlight operational issues for action

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Ensure compliance with company policies, procedures, and safety standards

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Shift Team Leader

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