Job Details

Experience Needed:More Than 3 Years

Career Level:Manager

Education Level:Bachelor's Degree

Salary:Confidential

Job Categories:

• Customer Service/Support
• Logistics/Supply Chain
• Operations/Management

Skills And Tools:

Customer Service ManagementTeam LeadershipProcess ImprovementPerformance ManagementConflict ResolutionCommunicationData AnalysisProblem SolvingTime ManagementCRM Software

Job Description

• Oversee and manage daily call center operations to maintain smooth workflow and service consistency.
• Monitor performance, provide coaching and feedback to agents, and ensure service quality standards are met.
• Handle escalated customer cases with professionalism and efficiency.
• Develop and implement process improvements to increase customer satisfaction and operational efficiency.
• Utilize data analysis and reporting to identify performance gaps and drive improvement initiatives.
• Coordinate with Operations, IT, and Quality teams to ensure aligned goals and service excellence.
• Support workforce planning, scheduling, and team motivation.

Job Requirements

Job Requirements:

• Bachelor’s degree in Business Administration or a related field.
• Minimum 3 years of experience in call center or customer service management.
• Experience in courier, shipping, or logistics industry is Must.
• Strong leadership and communication skills with a customer-focused mindset.
• Excellent analytical and problem-solving skills.
• Proven ability to manage workforce performance and KPIs.
• Proficiency in CRM systems and call center technology/tools.
• Solid understanding of Contact Center Operations and Workforce Management.

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