Contact Centre Team Leader

Roles & Responsibilities

• Manage the performance and service quality of the CSO.
• Ensure that all CSO under TLs supervision is well trained and ensure that CSO are providing accurate and timely responses.
• Responsible for the overall day to day case management and liaison with relevant stakeholders for further investigation and follow-up.
• Performs quality audit checks on the CSO handling the programme. Audit checks should include account access, soft skills, knowledge management and resolving MoPs queries in accordance with the provided resources.
• Train CSO based on the provided resources. Prepare competency quiz, test, and check-ins to ensure that CSO are provided with accurate information.
• Take ownership of team results, understand developmental needs, and provide support to the team.
• Work with respective stakeholders to ensure that all information is being cascaded accurately.
• Monitor the arrival pattern and highlight to the client in the event of any increase in queries.
• Conduct regular audits to ensure the quality of CSO appointed for the programme.
• Support and guide the CSO in their proficiency and knowledge of the programme.
• Provide assistance to CSO for complex cases and to communicate with the Ptcp/MoP whenever necessary.
• Provide feedback and recommendations on service delivery to the client.

Requirements:

• Ability to train the CSO on systems and programme-related information
• Self-driven with excellent interpersonal and communication skills
• Good communication skills in English
• Proficiency in other languages/dialects may be required depending on programme requirements
• Proficient in Microsoft Excel applications
• Ability to take the initiative, work independently, and accomplish tasks with minimal supervision
• Ability to work beyond operational hours, if and when required
• Ability to handle difficult interactions in a professional manner
• Possess Diploma qualification or above
• At least 2 years of relevant supervisory experience in contact centre, customer support and customer service function
• 5.5 day work week