Team Leader

Closing date, 17 June 2021


Division:
Customer Centre

Location:
Sentul Office

Experience:
Minimum 5 years relevant working experience

Vacancies:
2
  • Proactively ensures the performance of the operation is aligned with the company’s SLA and KPI.
  • To analyse operational performance and provide action plan for improvement of the Call Centre.
  • Provide support and guidance for Call Centre (identifying performance issues and providing solutions to those issues, determining training needs to improve performance, initiating informal measures to correct misconduct or making recommendations).
  • Ensuring complaints/concerns are resolved or escalated in a timely manner and within SLA.
  • To take responsibility for real time service level management by managing CA activities and break times to ensure there are sufficient CA’s attending to transactions at all times.
  • Analyse daily operations, reports and cases escalation and provide action plans to further improve the process.
  • Performance forecasting for operational requirement (resources, Interaction and system).
  • To supervise team’s workload, allocating sufficient team members to optimize service provision and administrative support across the Call Centre’s operation hours.
  • To communicate management objectives and plans to team and to ensure that efforts of the team are focused on achieving these objectives.
  • Conducts staff performance review/feedback and counselling periodically. Be a role model for team members.
  • To prepare and verify performance management report by ensuring all measurement data are collected, useable and with integrity for accurate implementation of action plans for service improvement.
  • To ensure regular buzz session with CSR’s and active participation in regular team meetings
  • To prepare schedule for Customer Advocate weekly/monthly and manage their leave request.
  • Prepare monthly/daily reporting for operation as well for Customer Advocate.
  • Responsible for coordinating helpdesk staff recruitment, selection & training and performance assessment.
  • To perform regular audit on logged cases by the team and complete given adhoc task timely.
Description Target
Service Level [Call] 85% within 15sec
Abandon Rate Below 4%
Service Level [Email] 100% within 30min
CSAT Score 90%
Service Availability Case
Management
99.9% service availability
  • Good analytical skills, meticulous and have an eye for details.
  • Excellent communication skills (written and oral) in English and Malay with particular emphasis on written skills.
  • A good team player and willing to work long hours if needed.
  • Must be energetic, positive minded and good team player.
  • Ability to lead and manage a team of minimum of 15-25 staffs on average.
  • To be able to supervise, train, coach & motivate the team.
  • Excellent knowledge in IT and Telecommunications Gadget.
  • Excellent Knowledge of MS Office, Microsoft Excel, Microsoft Word, PowerPoint, MS Access.
  • Minimum 5 years relevant working experience with at least two years in a contact center management level.
  • Knowledge in customer service and Interaction Centre (Call Centre) SOPP and policies.
  • Good interpersonal communication and interactive skills to maintain effective working relationships.
  • Independent and self-motivated, patience.
  • Works with minimum supervision.
  • Presenting a positive impression of post call monitoring, coaching or counselling.
  • Highly adaptable to a fast-paced and dynamic environment.
  • Problem analysis and problem-solving skills.
  • Leadership – Effectively communicating the Company’s expectation of employees, empowering individuals to discover their own solutions, setting achievable, measurable and challenging goals, determining and selection best solutions within organizational guidelines, taking responsibility for implementing change


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