Quantanite Benefits Overview

Leads a customer service team in a BPO contact center, driving KPI performance, coaching employees, managing escalations, improving quality, and ensuring service-level compliance. The role oversees attendance, adherence, reporting, onboarding support, performance improvement plans, and collaboration with Operations, HR, QA, Training, and Workforce Management teams.

Provides advanced technical support for EV charging software and electrical infrastructure. Troubleshoots escalated customer and field issues, analyzes logs and diagnostics, identifies root causes, coordinates with engineering teams, and drives permanent fixes. Develops Python and Shell automation scripts, improves support processes, tracks issue trends, generates performance reports, and communicates resolution updates to customers and site hosts.

Manage daily contact centre operations, leading Team Leaders and multiple teams to achieve service levels, quality standards, KPIs, and client objectives. Oversee workforce planning, performance reporting, escalations, process improvement, training, technology usage, compliance, and stakeholder engagement. Drive continuous improvement, customer satisfaction, operational efficiency, and leadership development across the centre.