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Team Leader
Ref No.: 20-01314
Location: Selangor
 Team Leader JOB DESCRIPTION Principal Accountabilities (Key Result Areas) To ensure desired customer delight by providing satisfactory response to customer interaction. Manage Customer Interactions through Inbound & out bound voice contact through his/her team for the various services. Evolve more effective work process for improving customer interactions. Constantly monitor & review performance metrics for achievement of objective. Contribute inputs towards sales & marketing plans. To interface with respective work centre for resolution of complaints. Manage resolution of billing queries /Issues. To track & ensure closure of complaints. To effectively manage Contact Centre operations for constant performance achievements. Identify relevant training needs of agents & ensure effective implementation. Effectively manage shift operations. Interface with IT/HR/ Training/Quality. Collate data & generate MIS report. Standards for Measuring Success Customer satisfaction survey Meet service level Monthly call analysis Quantitative Qualitative No. of issues resolved within the standard time. Agent's productivity Other key management attributes & Key Performance Indicators (KPIs) as agreed. Tools & Resources required Standard office and computer equipment. Environmental Attributes Busy, frequently noisy and stressful. Frequent interruptions and potentially upset clients. JOB SPECIFICATION: ASK Framework Attitude Positive Customer-centric Fast paced and prompt Achievement oriented Energetic and Enthusiastic Dressing appropriately Skills Spoken Communication skills English Language skills Proficient in MS Office & Computer skills Probing skills Analytical skills Influencing skills Interpersonal skills Leadership qualities Problem Solving skills Counselling skills Knowledge Qualification: Graduate Experience: 3-5 Years experience. The incumbent should have experience in the field of customer service (call centre exposure must)