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JOB DESCRIPTION:

• Developa strategy the team will use to reach its goal

• Provideany training that team members need

• Communicateclear instructions to team members

• Listen to team members' feedback

• Monitor team members' participation to ensure the training they are being provided is being put into use, and also to see if any additional training is needed

• Manage the flow of day-to-day operations

• Undertake training to improve employees’ performance

• Monitor work to identify issues and track progress

• Serve as a bridge between the call center management and agents

• Take agents’ views and feedback on board, with an aim to improve their work place experience

• Make sure agents keep company values, best practices and more in mind

• Liaise and communicate with the quality assurance department, clients management and HR

• Minimum 5 years international inbound call center experience (2-3 years in managerial roles).

• Leadership skills.

• Exceptional English communication skills.