ASSISTANT CONTACT CENTER MANAGER – TKW Collective (Fiji) Pte Ltd

JOB DESCRIPTION & SKILLS/QUALIFICATIONS REQUIRED
The Company and the Role

Skale CX is the new BPO division of one of Australia’s largest market research companies (TKW Research Group) and which is now setting up in Fiji.

Skale CX is looking for a skilled and driven Assistant Contact Centre Manager to assist in maintaining and growing the day-to-day operations of our team.

An excellent Assistant Contact Centre Manager must be organized, reliable and a results-driven professional. You must have a practical mind to solve problems on the spot partnered with an ability to see the “big picture” and make improvements. As an assistant call centre manager, you must also have excellent customer service and communication skills.

Your responsibilities will include:

 Hiring, training, coaching, and leading call centre team members as they provide support for customers.
 Motivating and managing the activities of the team through positivity, innovation and enthusiasm.
 Hands-on responsibility to provide leadership, training and coaching to team members to identify and develop career growth.
 Proactively identifying and resolving complex issues affecting internal and external customers.

Your skills and experience will include:

 University degree or diploma and equivalent work experience in a relevant field of study.
 Extensive work experience in the Leadership, Operations and People Management space.
 Able to remain calm under pressure, especially during peak hours or intense situations.
 Exceptional interpersonal, customer service, problem-solving, verbal, and written
communication, and conflict resolution skills; ability to multitask.
 High energy, hands-on decisiveness, and attention to detail.
 Tech savvy – proficiency with the necessary technology, including computers, software applications, phone systems, etc.
 Excellent written and spoken English.
 Contact Centre experience is preferred but not a necessity.