Supervisor (Contact Center Performance) Job Hiring in Fiji Islands for Centrecom PTE Limited
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Job Vacancy: Supervisor (Contact Center Performance)
Employer/Company: Centrecom PTE Limited
DMW Registration / Accreditation No.: 10469447
Job Location: Fiji Islands
Supervisor (Contact Center Performance)
Qualifications:
- Diploma or Bachelor’s degree in Business Administration, Communications, Customer Service Management, or a related field
- Additional certifications in Information Center Operations, Leadership, or Quality Assurance are advantageous
- 3–5 years of experience in a call center or customer service environment
- 2+ years in a supervisory or team leadership role, preferably in performance or quality-focused operations
- Demonstrated experience in managing KPIs, coaching teams, and supporting operational excellence
Responsibilities:
- Support the Manager in executing strategic initiatives aligned with organizational and client objectives
- Supervise Information Center Performance Analyst and collaborate closely with Team Leaders and Coordinators to ensure seamless daily operations.
- Serve as an escalation point for frontline staff and assist in resolving operational challenges in a timely manner
- Monitor and analyse key performance indicators (KPIs), including CSAT, NPS, FCR, and service levels
- Participate in performance evaluations and provide constructive feedback in partnership with the Quality Assurance team.
- Conduct regular audits and spot checks to ensure compliance with operational standards and procedures.
- Coordinate and facilitate cross-training programs in collaboration with Workforce Management (WFM).
- Support the delivery of training initiatives developed by the QA and HR teams to enhance team capabilities and engagement.
- Mentor and guide team members, contributing to their ongoing professional growth and readiness for expanded responsibilities.
- Ensure strict adherence to company policies and procedures, with a focus on document handling and customer interactions.
- Identify process gaps and recommend improvements to enhance operational efficiency and service quality.
- Liaise with IT and other support departments to resolve system issues and optimize tool performance.
- Compile and deliver accurate operational reports to the Manager to support data-driven decision-making.
- Communicate updates, process changes, and key announcements clearly to team members and relevant stakeholders.
- Assist in managing internal communications during service disruptions or operational escalations.
- Proficient in analyzing KPIs such as CSAT, NPS, FCR, and service levels
- Experience conducting audits, spot checks, and performance reviews
- Ability to provide constructive feedback and support continuous improvement
- Familiarity with quality assurance processes and standards
- Excellent written and verbal communication skills
- Ability to compile and present operational reports clearly and accurately
- Skilled in communicating updates, changes, and escalations effectively
- Strong stakeholder engagement and internal communication capabilities
- Experience in coordinating cross-training and upskilling initiatives
- Ability to support training delivery in collaboration with QA and HR teams
- Mentorship mindset with a focus on career development and readiness
- Strong understanding of operational procedures and compliance requirements
- Ability to identify and address process gaps
- Experience working with IT and support teams to resolve system issues
- Strong analytical skills to interpret data and identify trends
- Proactive approach to resolving operational challenges
- Strategic thinking to align daily operations with business goals
- High level of integrity and professionalism
- Adaptable and resilient in a dynamic, fast-paced environment
- Customer-focused with a passion for service excellence
- Strong organizational and time management skills
- Collaborative and approachable leadership style
Requirements:
- Update and detailed Resume in Word format or PDF with a picture
- Employment Certificate
- Training Certificate
- Passport Copy
Walk-in applicants can visit us at:
Questcore Inc.
Address: Unit 701-702, Pryce Center Building, 1179 Chino Roces Avenue corner Bagtikan St., San Antonio Village, Makati
For manpower pooling only
No fees in any form and/or purpose will be collected from the applicants.
Beware of illegal recruiters and Human Trafficker.