Supervisor (Contact Center Performance) Job Hiring in Fiji Islands for Centrecom PTE Limited

Career Opportunities in Fiji Islands!

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.