4 other jobs found

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 provider outsourcing contact centre and back-office services to both local and international clients 24/7. Our “Centre 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. The role - Senior Agent - Ecommerce Suva We are seeking a dynamic and experienced Senior Agent to join our growing organization and lead our Customer Care team supporting the Sales and CX functions. This role serves as a pivotal element in the support of managing master data for new businesses, amendments, and cancellations. You will be responsible for leading a team of Customer Care Consultants, ensuring exceptional service delivery, and driving operational excellence through...

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 provider outsourcing contact centre and back-office services to both local and international clients 24/7. Our “Centre of Excellence” has engaged state-of-the-at technology to ensure the highest quality of customer service can be achieved and sustained into the future. The role - Team Leader- Ecommerce Suva We are seeking a dynamic and experienced Team Leader to join our growing organization and lead our Customer Care team supporting the Sales and CX functions. This role serves as a pivotal element in the support of managing master data for new businesses, amendments, and cancellations. You will be responsible for leading a team of Customer Care Consultants, ensuring exceptional service delivery, and driving operational excellence through effective team...

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...

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...