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

Job Responsibilities

• Managing the daily running of the operation i.e adherence of schedule, attendance, scheduling, floor management, real time performance management etc
• 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 etc
• Conducts briefings or training to communicate product services information, work procedure, company policies, performance updates, gather feedback from CSE etc
• 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 etc

Job Requirements

• Minimum diploma, bachelor degree professional degree or equivalent
• Min 3 years experience in customer service or contact center with at least 1-year working related experience in handling non-phone transactions i.e email, and social media transactions.
• Relevant experience in handling complex enquiries/issues and conducting investigation/review into those to provide an accurate resolution
• Able to use Microsoft office and savvy with updates and progress of the social media world
• Excellent business letter writing skills and strong spoken communication skills
• Able to work on rotation shifts (7days a week on business operations hours)
• Minimum typing speed of between 25-30 wpm and accuracy of above 90%

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