What is your mission Responsible for the day to day management of the contact centre to ensure that KPIs are met. Develop, review and distribute daily, weekly and monthly performance and service reports and make recommendations to the Project Manager to maintain the agreed service levels to customers Establish work procedures and processes that support the company and departmental standards, procedures and strategic directives. Ensure that the feedbacks provided to the team members on their performance are accurate, complete and timely. Provide coaching and guidance to ensure team members meet their KPIs and adhere to the organization's guidelines and policies. Collaborate with Customer Experience and Training team to idenitify the issues , drive the metrics and able to balance and prioritize the above based on seasonality and the needs of customers, team and client. Enhance the performance of team members by creating team connection, team briefings, and monthly coaching sessions. Any ...