SME - Customer Service (Voice Process)

• Foster strong team relationships and interdepartmental collaboration.
• Provide training, conduct appraisals, and manage performance issues.
• Address errors and ensure adherence to company procedures.
  

• Respond promptly to customer queries via email or phone.
• Keep clients updated on temporary/ad-hoc work and scheduling issues.
• Escalate complaints and unresolved issues to relevant departments.
• Ensure proper handovers between shifts and accurate documentation of issues.
  

• Track lateness, attendance, and sickness; report trends to Regional Operations Managers.
• Coach officers on proper use of the auto booking-on system.
• Send weekly ad-hoc work reports to relevant managers.
  

• Ensure adherence to the company's Quality Management System.
• Comply with health & safety legislation.
• Ensure access to up-to-date Assignment Instructions and Risk Assessments.
  

skills And Knowledge

• Graduate/ Postgraduate in any discipline preferrable from the BPO, KPO, BPM service industry.
• Overall, 6-8 years of work experience in managing a control/command room business environment
• Experience in control room and management within a 24-hour environment.
• Open to Weekend (Saturday, Sunday) working as it's a 24/7 delivery service operation.
• 100% Work from Office. Open to extended shift coverage, rotational shifts to meet business requirements, service delivery.
• Proficiency in Timegate.
• Strong communication, interpersonal and leadership skills. Familiarization with UK, British accent and cultural nuances
• Trained in UK communication style and cultural etiquette
• Manage time sensitive tasks and multitask. Client facing role.
  

• Team Development
• Subject Champion
• Client System/Platform Champion
• Strong Communication
• Manage time sensitive tasks
• UK, Europe accent & culture nuances
  

• 24/7 business operations experience
• Rotational Shift service delivery experience