Contact Center Professional

About the role

We are looking for a Contact Center Professional to supervise daily operations of our contact centre handling client, prospect and public enquiries across multiple channels. The role involves monitoring performance, coaching agents and ensuring service level agreements are met.

Key responsibilities

• Supervise daily contact centre activities to meet service levels, quality standards and KPIs.
• Lead, coach and motivate a team of agents, providing real‑time guidance and performance monitoring.
• Monitor live queues, call volumes and agent availability, taking corrective actions to maintain SLA targets such as ASA, AHT and abandonment rate.
• Handle escalated customer interactions and ensure timely resolution according to escalation procedures.
• Conduct regular call monitoring and quality checks, delivering structured feedback and coaching.
• Prepare and share daily, weekly and monthly performance reports covering productivity, quality and customer satisfaction.
• Ensure adherence to approved scripts, processes, CRM and telephony system usage, and company policies.

Required profile

• Bachelor’s degree or equivalent relevant work experience.
• Minimum 1 year supervisory or management experience in a high‑volume contact centre.
• Previous customer service or call‑centre experience.
• Knowledge of property management functions and environment.

Required skills

• Oracle Applications
• CRM systems
• Telephony platforms