• Leverage supplier and call centre capabilities to meet operational and quality requirements.
• Ensure all call centre services and operations adhere to company standards.
• Evaluate the impact of first, second, and third level assistance on customers and ensure that their needs are met or satisfied.
• Generate a calendar of technical training courses to ensure all call centre staff can access accurate, updated technical information.
• Lead coordinated initiatives with the call centre development department to ensure that operations align with services and internal workflows.
• Identify potential areas for improvement and prepare periodic reports on the call centre's performance.
• Develop change management strategies that minimise the business impact of call centre operations.
• Collaborate with knowledge management to update and manage reference materials, manuals, and call centre service FAQs.
• Measure the level of customer satisfaction by using appropriate tools and methodologies for the customer's voice.
• Aid, the line manager with any additional responsibilities or job functions.

The Successful Applicant

• Proven experience leading and managing a successful team.
• Previous experience in training, coaching and developing a successful team
• Exceptional customer service skills, active listening, and excellent verbal and written communication.
• Ability to adapt to diverse personalities and pay attention to client needs.
• Managing time effectively, setting priorities, and multitasking.
• Bachelor's degree.

What's on Offer

The successful applicant will be offered a housing allowance, a competitive monthly salary, medical insurance, and a visa.

Michael Page is one of the world's leading professional recruitment consultancies, specializing in the placement of candidates in permanent, contract, temporary and interim positions with clients around the world.
The Group has operations in the Americas, UK, Continental Europe, Asia-Pacific, Africa and the Middle East.
In the US we focus on the areas of:
Advisory
Banking and Financial Services
Finance and Accounting
Engineering and Manufacturing
Executive Search
Healthcare & Life Sciences
Human Resources
Information Technology
Legal
Marketing
Page Personnel Office Support
Oil and Gas
Procurement and Supply Chain
Real Estate and Construction
Sales
An Established Brand
The Group has established a leading presence in many of the key markets for professional recruitment around the world and has positioned itself in certain other markets, which offer the opportunity for future growth. Within its current largest markets, Michael Page has also built a regional presence, including in the UK, France and Australia. Consequently, the Michael Page brand is among the most widely recognized brands in the professional recruitment industry.
A Market Leader
The role of a recruitment consultancy is to act as an intermediary, identifying and sourcing suitably qualified candidates on behalf of its clients. Candidates are recruited either for permanent or contract positions (typically for a fixed term) or on a temporary basis. Within the overall recruitment industry, the market for professional recruitment services is a specialist sector which has developed more recently. Michael Page is widely recognized as leading the development of this market around the world.
Learn the benefits of working with Michael Page yourself. Submit your resume or contact a Michael Page recruitment consultant today.