Team leader will be directly responsible for tasks including (but not limited to):
Overseeing the day-to-day operations of Contact Center teams (10-15 agents).
Performing quality monitoring as required to improve overall service quality.
Training agent on soft skills, call handling, ticket handling, and communication skills.
Training new joiners. Conduct refresher trainings on new implementations and process changes.
Provide information to assist in the performance feedback (from Supervisors to Agents) and to increase motivation concerning Contact Center quality concerns.
Ensuring that internal policies, procedures, and compliance regulations are being followed Identifying operational / training issues and helping team in fixing these gaps.
Prepare training material, scripts and conduct sessions based on analysis. Support management team to build SOP.
The ability to contribute to a better working environment for yourself and your co-workers. This includes self-awareness, initiative, accountability, persistence, resilience, patience, perceptiveness, and emotional regulation.
Co-ordinate the activities of the teams; provide support and advice to team members.
Monitor performance and lead the team to achieve key performance indicators (KPIs) and provide an excellent service to customers.
Evaluate customer feedback and identify ways to maximize customer satisfaction.
Ensure that standard operating procedures are documented and maintained.
Maintaining adequate staff levels and quality.
Yêu Cầu Công Việc
At least 2 years’ experience in customer service/ call center/ contact center environment.
Flexibility with the department’s shift rotation patterns (from 6am to 10pm)
Good at English.
A high level of commercial awareness.
Well-developed communication skills, ability to communicate to all levels.
Experience in providing performance feedback to motivate and mentor agents.
Pro-active, hardworking and detail oriented.
Able to understand customer requirements and deliver an excellent level of service
Knowledge of customer service software and systems.
Intermediate to advanced reporting skills.
Ability to identify and analyze data for trends.
Organizational skills with the ability to handle multiple tasks; prioritize effectively and demanding workload.
Problem solving skills.
Excellent team player.
Effective team co-ordination and leadership skills.
