7 jobs found in Lautoka

Key responsibilities:- Real-Time Operations Monitor live contact center activity and adjust staffing to maintain service levels. Track agent adherence and queue performance, making intraday schedule adjustments. Communicate staffing needs and performance concerns to team leads. Provide real-time insights from Voice of Customer (VOC) and share emerging trends. Produce daily “End of Day” reports highlighting schedule exceptions and performance metric. Reporting & Analytics Design, maintain, and enhance dashboards and reporting tools. Analyze KPIs and performance trends to support operational and strategic decisions. Collaborate with Workforce Planners and Operations Analysts to improve scheduling accuracy. Ensure timely and accurate delivery of daily, weekly, and ad hoc reports. Provide feedback and recommendations for continuous improvement. Key Performance Indicators (KPIs) Intraday service...

Key Responsibilities: Professionally handling out bound calls for our clients and positively representing their brand. F ocused o n bu i ld ing and maint ain ing r eferr er networks making about 200 referrer calls per day. Being a reliable team player with a helpful and positive attitude. Offering a warm phone presence, bringing your best self to work. Providing an exceptional level of customer service. F ol lo ws the appr ov ed script and ends with a CRM update with no excep tions . Driving lead flow and supporting the sales team in converting qualified opportunities. Compliance with the Service Level Agreement and focused on customer loyalty. Ability to deliver product knowledge to customers, incorporating all company services. Ability to find solutions when there are changes in circumstances or requirements. Strengthening existing guests’ relationships while building new connections...

Key Responsibilities Providing an exceptional level of customer service to customers via call, emails and live chat. Proactively resolve customer queries Compliance with the Service Level Agreement and focused on customer loyalty Ability to deal with sensitive/emotive situations while identifying and fulfilling the customers’ needs. Achieving sales of our core products, for direct bookings while enhancing each experience by upselling on a range of products, services and destinations Ability to find solutions when there are changes in circumstances or requirements Strengthening existing customer relationships while building new connections with potential customers. Interacting & supporting team members around the globe. Essential Skills & Experiences: Essential: Commitment towards delivering exceptional service Attention to detail, combined with strong communication skills Fast learner who can master...

About Us Centrecom Pte Limited is a joint venture organization that draws together the talents of Fiji Airways and the global expertise of a well-respected international partner to provide outsourcing contact center and back-office services to both local and international clients 24/7. Our “Center of Excellence” has engaged state-of-the-art technology to ensure the highest quality of customer service can be achieved and sustained into the future. Customer Service Excellence P r ovide exceptional custome r se r vice expe r iences th r ough pe r sonalized suppo r t to inte r nal and exte r nal custome r s Demonst r ate st r ong communication skills in handling sensitive/emotive custome r inte r actions Manage difficult custome r situations with p r ofessionalism and empathy Gene r ate solutions by p r oactively thinking alongside the custome r Communicate effectively...

The Role - Contact Centre Performance Analyst - Suva The Workforce Planning & Insights Analyst plays a critical role in optimizing global contact centre performance by bridging business needs with technical solutions. Key responsibilities include accurately forecasting contact volumes and staffing requirements, optimizing resource allocation, and ensuring service levels are maintained in line with contractual agreements. The role involves analysing operational data to generate actionable insights, producing high-quality statistical reports, and supporting strategic decision-making through efficient scheduling. Additionally, the Workforce Planning & Insights Analyst contributes to continuous service improvement, evaluates new business opportunities, and collaborates with internal and external stakeholders to promote operational excellence across all centres. This position is essential to enhancing the overall effectiveness and sustainability of...

Department: Collections Location: Nabua, Suva City, Fiji (onsite) Employment Type: Permanent, Full-time Roster: Monday to Friday, Australian business hours — transport home provided for evening shifts About Vuvale Outsourcing Vuvale supports Australian clients with professional, compliant debt recovery from our purpose-built site in Nabua. We are building a talent pool of high-performing collectors so we can move quickly on upcoming openings. Customer-first promise: We keep customers at the heart of every interaction—seeking positive, sustainable resolutions that help people get back on track while meeting client obligations and compliance standards. The Opportunity  We’re seeking proven collectors who convert conversations into commitments in fast, metrics-driven environments. What You’ll Do Manage inbound/outbound contacts to negotiate payment plans, settlements, and commitments . Have meaningful conversations that produce outcomes;...