Duty Manager - Engagement Center

Role & responsibilities

Supports the Customer Engagement Manager with overall tasks and responsibilities to ensure operations are handled seamlessly, overseeing the team, set KPIs and ensuring a timely SLA delivery along with maintaining high level of employee and customer satisfaction, monitoring colleague's performances, performance evaluation and development needs.

• Ensure seamless operations, meeting SLAs, and maintaining employee and customer satisfaction.
• Manage team resources, set goals, and align with KPIs.
• Ensure proper escalation, communication, and adherence to procedures.
• Monitor staff schedules, absences, and ensure the buddy system is in place.
• Address client queries courteously and promptly via phone and email.
• Drive continuous improvement, manage performance evaluations, and support staff development.
• Train new staff and ensure adherence to policies and procedures.
• Foster strong relationships with stakeholders and provide feedback for process improvements.
• Perform side-by-side coaching and provide feedback on customer interactions.
• Identify risks, forecast manpower needs, and optimize resource use.
• Prepare management reports, resolve audit issues, and safeguard confidentiality.
• Handle customer requests and complaints efficiently.
• Participate in special projects and other duties as assigned.

Preferred candidate profile

• Previous experience in sales and reservations within a call center.
• 2-4 years of supervisory experience in an international contact center.
• Strong verbal and written communication skills.
• Ability to work under pressure and adapt to changing dynamics.
• Skilled in motivating teams and encouraging adaptability.
• Strong planning, organizing, and problem-solving abilities.
• Able to motivate, recognize, and work well in a team.
• Willingness to work shifts in line with customer business hours.
• Proficient in Microsoft Office, with reporting skills.
• Focused on metrics, SLA awareness, and continuous improvement.
• Fluent in English and local languages.