Job Summary
Manage day-to-day operations of the contact centre by ensuring the availability of CSE to handle incoming call arrival.

Job Descriptions

• Perform real-time Floor Management by managing CSE on long handling time i.e. talk time, wrap up time, hold time.
• Manage staff adherence to schedule by monitoring punctuality, unscheduled breaks as well as meal break time.
• Ensure CSE have appropriate training and resources to perform their jobs. Work with the training team on the gaps.
• Provide coaching, counselling, direction and resolution to CSE on call handling skills.
• Conduct daily team briefing, share case studies (best practices/ learning) to team members daily before the start of the shift. Also use the session to provide a brief update on product launches, happenings and gather feedback from CSEs.
• Provide feedback to the immediate manager on individual agent’s performance. Work with TM for performance improvement, individual or team as a whole.
• Responsible for managing CSEs performance by ensuring calls are handled efficiently and effectively.
• Manage CSE individual performance, perform monthly one-to-one sessions to CSE to provide feedback on their performance.
• Attend to 1st level escalations and calls transfers from CSE.
• Perform call quality evaluation and provide periodical feedback to individual CSE on their call quality.
• Work as a member of special or ongoing projects (i.e. process improvements) that contributes to the wellbeing of contact centre operations.
• To plan, schedule and prepare adequate resources for Contact Centre and understand Contact Centre operation requirements, continuously developing and enhancing forecasting & scheduling management to support Contact Centre’s strategies
• To upkeep Contact Centre's Performance & Management reports (daily, weekly & monthly), and ensure Performance Dashboard being updated periodically
• Perform other duties and projects as assigned

Job Requirements

• Preferable graduate with Diploma at least 3-years experience in contact centre environment or customer service, of which 1-year experience in team lead position.
• Passionate in delivering excellent customer experience.
• Good communications and negotiation skills.
• Flexible, dynamic, and engaging, with strong interpersonal skills
• Intermediate proficiency in Microsoft Word, Excel, Outlook.
• Self-starter with some basic organizational skills, attention to detail and commitment to work.
• Able to multi-task and work under pressure to meet deadlines.
• Good leadership skills and ability to solve problems.
• Willing to work on rotation shift i.e. rotation on 24hours x 7 days shift.
• Telecommunication background would be an added advantage

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