Responsibilities:

• Oversee and manage the team, ensuring customer requests are promptly addressed.
• Schedule and organise team shift schedules
• Understand company products, services, and procedures and communicate them to the team.
• Monitor calls to ensure adherence to quality standards and procedures.
• Organise training sessions and support the recruitment of new agents.
• Review agent performance regularly and coach underperformers.
• Set targets for agents and report performance to management.
• Submit regular reports to management and propose strategies to improve performance.
• Stay updated on industry trends and maintain compliance with standards.
• Ensure customer satisfaction by providing timely solutions to challenges.
• Foster a safe, harmonious work environment and delegate tasks effectively.

Requirements:

• Leadership skills to effectively guide and manage their team.
• Should be able to inspire and motivate their team and boost morale.  Excellent coaching skills to support team growth.
• Should be able to set clear, achievable goals to drive performance.
• Manage multiple tasks simultaneously, ensuring minimal errors.

Who are we?

IDS Next is the leading provider of smart hotel software across Southeast Asia, the Indian Ocean, the Middle East, Africa, and Oceania, serving clients in 50+ countries. Our team of 500 people making a difference in the global hospitality industry is full of creativity, dedication, and fun!

We encourage the unique values our diverse team brings in, allowing their passion to inspire us to move ahead. The ideal candidate will have strong creative skills and a portfolio of work demonstrating their passion for illustrative design.