What you’ll do?
Manage multiple interactions live operations in 24x7 work shift environment
Manage a diversified team in a global set up environment and ability to take up customers escalations and assist the team to answer calls/live chat/emails if there is any out -surge
Conduct and create a highly motivated and performing team through managing frequent coaching, team meeting, huddle, one to one, team improvement plan etc
Prepare, monitor and adjust interval summary proactively to ensure Green SLA every day in all interactions
Work closely with WFM in managing call volume, out -surge, queue management, skills routing and Business Continuity Plan
Ability to carry out process improvement projects in creating a global contact centre of excellence
Additional duties or projects as assigne