Rosie Outsourcing
Martintar, Nadi, Fiji
Key Responsibilities: (including but not limited to)
Responsible for overseeing the day-to-day operations of the Call Centre, monitoring team performance, ensuring efficiency and high-quality customer service.
In conjunction with GCOO and Regional Sales & Operations Manager, handle escalated agent and/or customer inquiries and complaints, ensuring prompt and satisfactory resolution.
Monitor and maintain reports on call centre metrics and team performance.
In conjunction with GCOO and Regional Sales & Operations Manager and GCOO conduct regular performance evaluations and provide constructive feedback to team members.
In conjunction with GCOO and Regional Sales & Operations Manager, assists in the recruitment and onboarding of new customer service representatives.
Ensure compliance with company policies and industry regulations.
Foster a positive and motivating work environment to boost employee morale and productivity.
Responsible for...