Call Centre Team Leader

1 week ago

Bangsar South, Malaysia Astro Full time

WHY JOIN US?
- We practise a vibrant & energetic office culture.
- We provide opportunities for career advancement within the company.
- Good performance is always rewarded accordingly.

JOB RESPONSIBILITIES:

- To coach and guide a team of Customer Service Executives (CSEs) to ensure that the service delivered by the team contributes to the overall customer experience.
- Monitor and maintain staff performance/productivity to meet and/or exceed targets set.
- To support Management in delivering best-in-class service and managing a team of CSEs in the Contact Centre.
- Responsible for the management on day-to-day operations of the Contact Centre and ensure adherence to processes, systems, schedules and to drive service excellence, quality, productivity and maximize revenue generating opportunities.
- To support the organization towards the goal of achieving high customer satisfaction level by ensuring the smooth functioning and excellent customer service delivery.
- To communicate management objectives and plans to the team and to ensure that the efforts of the team are focused on achieving Company's Objectives.
- To manage the implementation of quality assurance measure by ensuring CSEs adhere to Contact Centre process and procedures.
- To review and improve existing customer contact handling processes to ensure relevance to the dynamic business environment with a view towards establishing and maintaining a competitive advantage.
- Handle customers' escalated cases to establish and communicate to customer with objective of resolving issues, problems and/or complaints
- To liaise with other units for fast & efficient resolution of subscribers queries, issues, problems and complaints.
- To always maintain professionalism, be passionate and committed when handling customers and ensure delivery of excellent service to our subscribers.
- To regularly engage with the team to create a healthy environment that leads to increased Employees Satisfaction & loyalty.
- To drive the team to increase revenue through Upselling.
- To comply with standards set and ensure that these standards are enforced and maintain personal and overall discipline at work place.

**REQUIREMENTS**:

- Degree holders with at least 3 years in operations management capacity in a Contact Centre
- Fluent in English and Bahasa Malaysia while proficiency in other languages will be an added advantage
- Result-oriented, independent, self-motivated, mature, dynamic and proactive with good people skill
- Ability to work and cope in a fast-paced and challenging environment
- PC literate with working knowledge of Microsoft Excel and Word
- Willing to work on rotating and staggered shift hours as well as on weekend (if applicable)
- Willing to travel if required
- Strong analytical skills and ability to think out of the box

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