• Plan, monitor and adjust staffing in the Contact Centre schedules against actual call arrival patterns to minimize over or under-staffing situations and in alignment with agreed financial and service level targets

• Analyze service incidents and failures to surface trends in service gaps and process weaknesses in the Customer Service Dept and/or other interfacing functional departments in the service delivery process (e.g. Ops, Hub, Gateway, Network, Contractors, etc.) that impact the achievement of service excellence to customers)

• Prepare regular (e.g. Daily, Weekly & Monthly) reports and submit to country management and RO

• Prepare monthly summary report and build a database on employee training for the CS Function to ensure training records are maintained and updated properly

• Deploy Calibration among assessors if there are more than 1 staff to conduct Quality Monitoring

• Conduct regular and ad hoc skills verification tests for Customer Service Function

• Coordinate the deployment of a Mystery Shopper programme to drive Service Excellence based on independent assessments of service quality and benchmarking against competitor performance

• Incumbent has no direct reports and authority over country line and functional personnel. Nevertheless he/she must be able to demonstrate ability to influence decisions/actions

• Minimum 5 years experience in a related capacity, preferably with hands-on experience in data or workforce management systems in a contact center environment

• Experience of the Air Express Industry and Experience in Customer Service (preferable)

• Advanced Excel / Access