Key Responsibilities:
* Lead and manage a high-performing call center team, including strategic recruitment, comprehensive onboarding training, performance assessment, motivation and development of team members.
* Direct daily operations to ensure customer service agents adhere to established service standards and procedures.
* Analyse regular customer feedback summaries provided to senior management for issue identification and improvement implementation.
* Ongoing optimisation of service models, processes and quality standards to enhance operational efficiency, customer satisfaction levels.