InfoTitan Limited

✔ Supervise and monitor daily call center operations to ensure efficiency, service quality, and adherence to established processes. ✔ Develop and implement strategies to improve customer service quality, operational efficiency, and overall customer experience. ✔ Coordinate the launch of new projects and develop Standard Operating Procedures (SOPs) to ensure smooth process implementation. ✔ Lead, motivate, and mentor Customer Service Representatives to achieve key performance indicators (KPIs), including call handling time, service quality, customer satisfaction, and productivity. ✔ Provide regular coaching, training, and constructive performance feedback to team members. ✔ Handle escalated calls and resolve complex customer complaints professionally and efficiently. ✔ Prepare and share daily, weekly, and monthly performance reports with management and clients. ✔ Maintain team discipline, punctuality, professionalism, and adherence to operational standards. ✔ Coordinate with HR, Training, and Operations teams regarding recruitment, onboarding, training, and employee skill development. ✔ Ensure compliance with company policies, operational procedures, and applicable regulatory requirements. ✔ Monitor agent performance through call monitoring, quality assurance (QA) reports, and real-time dashboards. ✔ Implement, manage, and optimize CRM tools and call center software to improve operational performance. ✔ Analyze call center performance metrics, identify improvement opportunities, and present recommendations to senior management and clients. ✔ Support the identification and development of new business opportunities to contribute to revenue growth.