JOB RESPONSIBILITIES Operations Management 1) Provide leadership support to the Team 2) Ensure operational KPIs targets are met. 3) Execute ad-hoc projects and assignments 4) Execute action plans and deliverables within the agreed timeline. 5) Prepare weekly/monthly and quarterly reports within the agreed timeline. 6) Conduct business presentations to the leadership team and client. 7) Ensure the team is adhering to call center disciplines and guidelines 8) Oversee business operations in the absence of Operations Manager Team Management 1) Conduct coaching for the team to ensure improvements. 2) Conduct audit and monitoring to ensure the team is meeting their KPIs 3) Conduct interviews when hiring is required 4) Execute team engagement activities 5) A team player and must communicate effectively with team members Technical 1) Act as a subject matter expert for the team. 2) Generate reports for analysis 3) Handle escalations-related cases, manager call-backs, and service recovery cases 4) Communicate effectively and provide accurate information to both external and internal customers. 5) Assisting in developing and improving existing processes 6) Update transaction details appropriately and accurately in the relevant systems 7) Undertake any other duties when assigned by Management JOB REQUIREMENTS Possess at least Diploma/Advanced/Higher/Graduate Diploma in any field. Minimum 5-year experience as a Team Leader/Senior Team Leader in the contact centre. Experience in executing process improvement projects. Proficient in MS Excel and Ms PowerPoint will be an added advantage. Business writing skills is mandatory Fluency in English is required - Spoken and Writing Strong analytical, communication skills and a hands-on mentality Willing to work on (24/7) shift, 5 days weekly, 8 hours daily