The Day-to-day Activities

• Create positive user experiences through voice and non-voice channels (livechat and email).
• Lead Grab Support Operation in managing smooth operations across diverse systems and platforms. Monitor the overall contact center operations in real-time to ensure the team consistently meets departmental targets.
• Effectively and clearly communicate company and departmental strategies, as well as all product and feature launches, current procedures, campaigns, and any ad-hoc events that may arise across Grab Support agents.
• Oversee, mentor, and develop Grab Support Agents to enhance productivity and maintain high quality, promoting outstanding user experiences. Conduct agent performance evaluations and feedback sessions.
• Manages the quality audit and monitoring process. Works closely with the quality assurance specialist ensuring written and verbal performance feedback to grab support agents. Makes recommendations for areas of operational improvement to improve user experience and increase efficiency in the grab support operations.
• Empowered to authorize cancellations, refunds, and reimbursements within predetermined financial limits.
• Collaborate with internal and external teams and departments to ensure solutions are delivered in a timely manner and exceed user expectations for satisfaction.
• Initiate manager call-backs as needed for escalated cases, and promptly identify and elevate issues to the relevant departments, minimizing any adverse effects on user satisfaction.
• Address disciplinary issues, collaborating with HR and agency personnel for fair and timely resolution.
• Prepare and submit monthly reports covering team productivity, quality, feedback, or any other required reports for continuous improvement.
• Identify operational gaps, express concerns, collaborate with the manager and relevant teams to actively improve processes, implement solutions, and contribute to performance improvement projects for an excellent user experience.

Qualifications

• Bachelor's degree or equivalent, with a minimum of 4 years of supervisory/managerial experience in a call center environment or the service industry (e.g., telecommunications, banking, technology, airline, tourism, hospitality).
• Able to work in rotating shifts and weekends
• Fluent in both spoken and written English.
• Excellent communication and interpersonal skills.
• Strong leadership skills with the ability to inspire and motivate a team.
• Adaptability and flexibility in a dynamic work environment, with the capability to seamlessly transition into new roles based on operational requirements.
• Proficient in handling disciplinary matters and conducting performance management.