Description
- Supervise daily 24/7 emergency operations and ensure adequate shift coverage.
- Manage attendance, leave, schedules, and shift handovers.
- Monitor abandoned calls, ensure call backs are done
- Ensure accurate capture of incident information.
- Ensure stolen vehicles are promptly escalated for tracing and recovery.
- Monitor active cases and coordinate with authorized tracing and recovery stakeholders
- Lead, coach, mentor, and motivate Call Centre Agents.
- Monitor performance against agreed KPIs and implement corrective actions.
- Identify training and development needs.
- Act as the first escalation point for complex or critical incidents.
- Investigate recurring issues, complaints, and response delays and recommend corrective actions.
- Ensure proper follow-up and handover of active cases across shifts.
- Prepare daily, weekly, and monthly operational reports.
- Ensure Call Centre and vehicle-tracking systems are used effectively and system issues are promptly escalated.