No salary information is indicated for this ad.
Suva, Central Division, Fiji Islands
Any
18 years old and above
Date Posted: Nov 20, 2025
Last Job Ad Activity: Dec 03, 2025
Apply Until: Dec 19, 2025
Job Description
- ●Partner with the Management Team to implement long-term strategic initiatives aligned with both company and client objectives.
- ●Lead a high-performing team of CCPAs, collaborating closely with Team Leaders and Coordinators to ensure consistent delivery of exceptional customer service.
- ●Drive operational excellence through continuous assessment and alignment of daily activities with business goals.
- ●Set, monitor, and report on key performance indicators (KPIs) and service level agreements (SLAs), including CSAT, NPS, FCR, and agent retention.
- ●Lead performance management initiatives in coordination with the Quality Assurance team, ensuring coaching plans and feedback are effectively executed.
- ●Conduct regular performance appraisals and quality checks on reports submitted by direct reports to ensure accuracy and accountability.
- ●Champion employee growth through tailored development plans, mentorship, and succession planning.
- ●Drive cross-training programs in collaboration with the Workforce Management (WFM) team to improve team flexibility and coverage.
- ●Partner with QA and HR to design, implement, and evaluate training programs that elevate agent performance and engagement.
- ●Foster a culture of continuous learning and upskilling across the operational team.
- ●Ensure adherence to legal, regulatory, and internal policy requirements, particularly in sensitive areas such as document management.
- ●Identify and implement process improvements that enhance efficiency, reduce operational risk, and improve customer outcomes.
- ●Partner with IT to align system updates or tool implementations with compliance standards, ensuring secure handling of sensitive data and adherence to relevant legislation and internal policies.
- ●Prepare and present data-driven operational reports to senior leadership, supporting decision-making and strategic planning.
- ●Act as the escalation point and key liaison during operational incidents, providing timely updates and managing stakeholder communications.
- ●Promote transparent and proactive communication within the team and across departments.
- Customer Satisfaction Score (CSAT) Net Promoter Score (NPS) First Cont Resolution (FCR) Service Level Achievement Agent Retention Rate Contractual KPIs and SLAs
- Strong people leadership skills with the ability to motivate and guide teams Experience in supervising cross-functional teams and managing performance
- Conflict resolution and escalation handling and proficiency in monitoring KPIs such as CSAT, NPS, FCR, and service levels
- Ability to conduct audits, spot checks, and performance evaluations and familiarity with quality assurance frameworks and feedback mechanisms
- Excellent verbal and written communication skills, ability to compile and present operational reports clearly and accurately, skilled in internal communication during escalations or service disruptions
- Experience in coordinating and delivering training programs, mentoring and coaching skills to support team growth and development, collaboration with HR and QA teams on learning initiatives
- Strong understanding of operational procedures and compliance standards, ability to identify process gaps and recommend improvements, experience working with IT and support teams to resolve system issues
- Strong analytical skills to interpret performance data and trends, proactive in identifying operational challenges and implementing solutions, strategic thinking to align daily tasks with broader business goals
- Familiarity with cont. center tools and systems (e.g., CRM, WFM platforms), Intermediate to advanced skills in Microsoft Office (Excel, PowerPoint, Outlook), comfortable working with reporting dashboards and analytics tools
- High level of integrity and professionalism, adaptability and resilience in a fast-paced environment, customer-centric mindset, strong organizational and time management skills, collaborative and approachable leadership style
Job Qualifications
- A minimum of 5 year(s) of working experience is required.
- Candidates must be a Bachelor's / College Degree holder in Business Studies/Administration/Management or similar fields.
- Bachelor’s degree in Business Administration, Operations Management, Communications, or a related field
- Postgraduate qualification (e.g., MBA or relevant diploma) in Leadership, Strategic Management, or Customer Experience is highly desirable
- 5+ years of experience in a call center or customer service environment, with a strong operational focus
- 3+ years in a leadership or managerial role, overseeing performance, quality, and team development
- Proven experience in managing cross-functional teams and driving strategic initiatives
- Demonstrated success in improving customer satisfaction and operational KPIs
Additional Information
- Please indicate your active mobile information for you to reach as soon as possible.
- Salary is negotiable in accordance with qualification and experience
- No placement Fee, No Salary Deduction, Free food Allowance, Free Accommodation, Free Transportation
Principal / Employer
Centrecom PTE Limited
Principal / Employer Address
suva
Placement Fee
This job has no placement fee.
For manpower pooling only. No fees in any form and/or purpose will be collected from the applicants. Beware of illegal recruiters and human traffickers.
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Agency Details
Unit 701, 702 7th Floor, Pryce Center Building 1179 Chino Roces Avenue Cor Bagtikan St. San Antonio Village Makati., Makati City, Metro Manila, Philippines
POEA-019-LB-021521-R
QUESTCORE INC. is a Filipino-owned corporation, established in September 2008, primarily to engage in the provision and development of human resources, involving all types of professionals, technical personnel and skilled craftsmen for overseas employments. It is duly licensed by the Philippine Overseas Employment Administration (POEA) of the Department of Labor and Employment (DOLE).Envisioned to meet the ever-growing need of the overseas employment market, QUESTCORE is gearing up for the demand of competent and highly skilled personnel in various fields, i.e. land based construction, health, information technology and other types of industrial operations. We put value to not only ensuring the knowledge and expertise of our professional personnel but also to ensuring their capability to be able to adapt to the demanding work conditions, numerous challenges, and diverse cultures they will be faced with, hand-in-hand with our foreign clients in meeting their needs and expectations to ensure the utmost satisfaction of our foreign clients , while at the same time, we are able to provide protection for our overseas personnel and help care for their families.
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