Monitor team performance using reports and systems, implementing floor policies and managing daily operations.
Provide on-the-spot support to CCPs, conduct regular coaching and team huddles, and address HR concerns to promote team morale.
Analyze call trends and coach team members accordingly, ensuring system readiness and resolving technical issues.
Manage attendance records, schedule adjustments, and appraisals, investigating and acting on code of conduct violations.
Submit regular reports, such as coaching logs, team performance, and appraisals, upholding Quality Information Security Management System (QISMS) and protecting data integrity.
Liaise between management and team members, providing feedback and performance analysis to team members.

Job Requirements

Strong people management and coaching skills with excellent verbal and written communication abilities.
Analytical thinking and problem-solving skills, with the ability to adapt to change and drive execution.
Customer service orientation and proficiency in using computer systems and tools.
Ability to manage multiple tasks and prioritize responsibilities effectively.
Strong understanding of quality information security management systems and data protection principles.
Experience in creating and managing Individual Development Plans (IDPs) and conducting regular coaching and development sessions.
A graduate degree is required for this position.

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