KEY RESPONSIBILITIES:

• Lead and manage a high-performing Customer Experience (CX) team.
• Oversee daily inbound calls and inquiries to ensure 100% resolution.
• Handle complex escalations and provide professional solutions to applicants.
• Monitor team performance through KPIs, call audits, and quality checks.
• Conduct regular coaching sessions to improve team communication and soft skills.
• Ensure strict compliance with global security and data privacy protocols.

QUALIFICATIONS:

• Bachelor’s Degree holder in any field.
• 3–5 years of experience in a Call Center/BPO environment.
• At least 2 years of experience in a leadership or supervisory role.
• Excellent English communication skills (written and verbal).
• Strong analytical skills in tracking call metrics and team performance.
• Ability to work under pressure in a fast-paced, global service environment.