Job Summary
- Responsible to keep the contract Centre operation running smoothly for 24hrs x 7 days a week. Team Leaders works on 24hrs x 7 days shift and aside from having an overall responsibility of floor management while on duty, they are also responsible for the performance of a dedicated team reporting under them
The Day-To-Day Activities
- Managing the daily running of the operation i.e adherence of schedule, attendance, scheduling, floor management, real time performance management.
- Handling all escalation i.e call back, demand to speak to supervisor, complain etc and provide guidance to CSE i.e clarification, resources, difficult or complex problems.
- Conducts briefings or training to communicate product services information, work procedure, company policies, performance updates, gather feedback from CSE.
- Providing feedback to immediate manager on individual and the team as a whole.
- Manages team performance in accordance to KPI i.e discipline, productivity, efficiency, quality.
- Potential for shift work, including evenings or weekends, depending on the business needs.