Team Leader
Singtel
Date: 1 week ago
City: Malacca
Contract type: Full time
Be a part of something BIG!
In this role, you are responsible to take care a team of call handlers to ensure day to day operation and Service Level are met along with managing all customers inquiries.
Make An Impact By
Sudong Sdn Bhd, Melaka Contact Centre, Level 9, Tower B, Jaya 99, No.99, Jalan Tun Sri Lanang 75100 Melaka.
Your Career Growth Starts Here. Apply Now!
In this role, you are responsible to take care a team of call handlers to ensure day to day operation and Service Level are met along with managing all customers inquiries.
Make An Impact By
- Lead, supervise and manage a team of Customer Care Officers (CCO), ensuring all customer requests from various sources are processed within performance and service targets.
- Provide team with clear objectives for group and individual performance and support with regular and constructive feedback through quality audits and performance appraisals.
- Attend to difficult cases and thereafter brief CCO on how to handle such cases in future.
- Handle investigation and complaints pertaining to order processing.
- Manage high accuracy level of services by monitoring the QA results and drive quality awareness among staff.
- Prepare and monitor daily work schedules to ensure commitments to customers are met.
- Review and update workflow and procedures to close service gaps, ensure productivity and accept new workload relating to new products & services
- Provide marketing support on promotional campaigns as well as new product launch.
- Prepare reports on regular basis.
- Any ad hoc projects as assigned by the Manager
- Diploma or Degree holder in education course or equivalent.
- Minimum 2 years of experience in leading a team of agents.
- Demonstrate analytical / planning and decision making skills.
- Good Computer literacy.
- Good understanding on SingTel values
- Good customer service orientation.
- Full suite of health and wellness benefits
- Ongoing training and development programs
- Internal mobility opportunities
Sudong Sdn Bhd, Melaka Contact Centre, Level 9, Tower B, Jaya 99, No.99, Jalan Tun Sri Lanang 75100 Melaka.
Your Career Growth Starts Here. Apply Now!
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