To lead and oversee day-to-day call center operations for Farnek, Hitches & Glitches, and HITEK, ensuring exceptional customer service and operational efficiency. The role requires strong leadership in managing service workflows in facilities management and home services, while driving digital transformation through AI-powered tools and platforms.
Key Responsibilities - Supervise daily call center operations for inbound and outbound service requests across Farnek, Hitches & Glitches, and HITEK.
- Ensure professional and timely handling of customer inquiries, complaints, and service escalations.
- Lead a team of agents, managing rosters, KPIs, and performance reviews.
- Train agents on customer service protocols, system usage (CAFM/CRM), and escalation procedures.
- Monitor service quality metrics such as AHT, FCR, CSAT, and SLA compliance, and take corrective actions as needed.
- Coordinate with technical and operations tea...