**Job Purpose** The job holder will be responsible for department operations of the Contact Centre team, ensuring that immediate operational needs of customers are properly addressed. **Key Accountabilities:** + Demonstrate exceptional customer service by adhering to company standards and fostering a service-oriented environment that prioritizes customer satisfaction. + Address customer inquiries across phone, email, and live chat channels efficiently, providing accurate and prompt resolutions. + Gather insights from Contact Center agents about operational challenges and opportunities, sharing valuable feedback with management for strategic planning. + Regularly update and manage the knowledge base, including FAQs, troubleshooting guides, product information, and policies, ensuring accessibility and relevance for team members and customers. + Effectively disseminate updates on policies, products, and procedures to customers and team members, ensuring clarity and consistency. + Address and resolve complex customer issues in support with section Head as escalated by agents, leveraging CRM tools and expertise to deliver satisfactory outcomes. + Assist in monitoring key departmental performance indicators (KPIs), identifying opportunities for operational improvements and implementing strategies to enhance efficiency and revenue generation. + Support in the monitoring and assessment of the quality of customer interactions to ensure compliance with company standards, implementing quality improvement actions where necessary. + Generate detailed daily, weekly, and monthly reports to track performance metrics, identify trends, and inform decision-making. + Track customer volume data and business trends to assist in operational planning and resource allocation. + Work closely with departments like IT, product teams, and customer service to ensure the knowledge base aligns with current products and policies. + Provide training and constructive feedback to Customer Service and Telesales Representatives, helping them meet or exceed quality, sales, and service expectations. + Participate in the rollout and integration of new tools and technologies within the contact center, ensuring smooth adoption and enhanced workflows. + Handle sensitive customer and company information with the utmost discretion and ensure confidentiality at all times. **Minimum Qualifications and Knowledge:** + Bachelor’s degree in related discipline; Master’s degree preferred. + Minimum 2 – 4 years of experience in a customer service role with proven experience working with CRM systems. **Job Specific Skills:** + Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) + Ability to navigate and utilize CRM features efficiently + Ability to clearly communicate complex information to both technical and non-technical audiences + Ability to analyze data and identify trends + Excellent Telephone Skills + Product Knowledge. + Good communication and interpersonal skills + Team player. + Autonomous, self-starter with a passion for selling and supporting customer requests. + Customer Client focus + Excellent writing skills for reports and emails + Attention to detail + Active listening skills + Results Driven and Target Oriented.