Call Centre Team Lead
You will assist the contact centre manager to ensuring optimal operational efficiency and customer satisfaction. You will be required to manage daily operations of the centre effectively and efficiently to meet the service level agreements.
• Reports to the contact centre manager • Supervise agents and take care of scheduling of roster • Monitor queue and track inbound calls • Responsible for weekly reports • Documentation of operational procedures • Coach & motivate staff • Maintain Appointment Roster • Handle and resolve issues raised by customers and record details of actions taken • Handle escalated requests from CSOs and escalate unresolved issues to management • Conduct regular knowledge sharing meetings to share important lessons learnt and information
• Diploma, GCE ‘O’ or ‘A’ levels • At least 3 years working experience in a contact / call centre environment • Possess excellent customer service, communication, leadership and interpersonal skills • Strong command of English and Mandarin/Malay/Tamil (in order to liaise with Mandarin/Malay/Tamil speaking associates)
• Have a pleasant voice with good listening skills - to liaise with multilingual associates • Proficient in MS Office applications, especially excel • Able to communicate clearly and effectively in a consistent and even tone of voice • Able to work in a fast paced environment and able to work shifts/weekends • High standards of customer service, honesty and integrity • Ability to work independently and as part of a diverse team
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