Operations Center Supervisor
il y a 3 jours
Pay10 Morocco
As part of its global expansion, Pay10 has established a new regional office in Morocco, which is preparing to launch its payment activities in full compliance with Bank Al-Maghrib's regulations. Pay10 Morocco will introduce innovative and seamless payment solutions for consumers, agents, and merchants, combining the group's international expertise with Morocco's dynamic and expanding financial ecosystem.
Key responsibilities
People Management:
- Inspire and motivate call center agents to achieve success by conducting regular coaching, mentoring, and development sessions to ensure top performance.
- Act as a cultural advocate by driving initiatives that increase team engagement, morale, and alignment with company values.
- Conduct regular training, coaching, and mentoring to support agent development and continuous improvement.
- Manage scheduling, workload distribution, and shift patterns to ensure appropriate coverage.
- Lead by example in providing excellent customer service and resolving escalated issues effectively.
- Work closely with the HR department on various aspects of people management, including absence tracking, attrition reduction, and handling disciplinary actions.
- Conduct regular performance evaluations, lead disciplinary meetings when required, and ensure individual goals are aligned with overall contact centre objectives.
Operational Leadership:
- Oversee call center operations to ensure productivity, compliance with service levels, and adherence to company policies.
- Monitor and analyse performance metrics (e.g., call volume, response times, customer satisfaction) to ensure KPIs and SLAs are met.
- Identify areas for process improvement and implement solutions to enhance operational efficiency and service quality.
- Prepare and present reports on team performance, customer satisfaction, and other relevant metrics.
- Liaise with internal stakeholders to mitigate risks and address issues that fall outside of the usual operational workflow.
- Act as the escalation point for resolving complex and contentious issues within the voice teams, driving initiatives to reduce customer complaints.
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