Aeon Digital Bank
5 months ago
**Job Summary**:
Highly motivated and experienced Team Leader which will be responsible for managing a team of contact centre representatives, ensuring that they provide exceptional customer service and meet or exceed performance metrics. The Team Leader will play a critical role in driving business objectives, optimizing the customer experience and building a positive team culture.
- Manage a team of contact centre representatives to ensure that all customer inquiries are handled promptly, efficiently and with a high level of quality.
- Track the progress of each team member’s performance goals, objectives and KPIs set by the management.
- Provide coaching and feedback to team members to help them improve their performance and achieve their goals.
- Develop and implement strategies to improve team performance and drive business objectives.
- Ensure that team members are properly trained and equipped to handle all types of customer inquiries.
- Foster a positive and collaborative team culture that supports employee engagement and retention.
- Identify and escalate issues or trends that may impact customer satisfaction or business objectives.
- Collaborate with other departments, such as operations, marketing and product development to ensure a seamless customer experience.
- Participate in special projects and other duties as assigned.
**Requirements/ Preferred Qualifications**:
- SPM / STPM / Diploma / Degree in related field, or equivalent work experience.
- Minimum of 3-5 years of experience in a contact centre environment, preferably in banking or any financial services.
- Strong leadership and people management skills, with the ability to motivate and engage team members.
- Excellent communication and interpersonal skills.
- Strong organizational and time-management skills.
- Proficient in Microsoft Office and experience working with contact centre technology and tools.
- Ability to work flexible hours and weekends, as needed.
- Experience in the financial services industry or banking industry will be added advantage
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