Job Summary
- To provide quality and efficient service to customers throughout the daily management of a team averaging of 15 – 20 agents.
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TLs are required to perform coaching, counselling and problem solving to manage the performance of the agents reporting to them.
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Additionally, the position is responsible to assist the Team Manager (TM) with development plans, analysis and implementation of training, scheduling, rewards and recognition programs.
Job Responsibilities
- Manage the day-to-day operations of the call centre by ensuring the availability of agents to handle the incoming call arrival.
- Perform Real-time Floor Management by managing agents on long handling time i.e. talk time, wrap up time, hold time. Flag up to agents during situation and crisis (Outages / Service Downtime).
- Manage the staff adherence to schedule by monitoring the punctuality, unscheduled break as well as meal break time.
- Manage the attendance and make decision if additional agents are required.
- Ensure CSE have appropriate training and the resources to perform their jobs. Work with training team on the gaps.
- Provide coaching, counselling, direction and resolution to agents on call handling skills.
- Conduct daily team briefing, share case studies (best practises / learning) to team members daily before start of shift. Also use the session to provide brief update on product launches, happenings and gather feedback from CSEs.
- Provide feedback to immediate manager on individual agent’s performance. Work with TM for performance improvement, individual or team as a whole.
- Responsible on managing CSEs performance by ensuring calls are handled efficiently and effectively.
- Manage agent individual performance, perform monthly one-to-one session to agent to provide feedback on their performance.
- Attend to 1st level escalations – calls transfers from agents. Handle irate/difficult customers.
- Perform call quality evaluation and provide periodical feedback to individual CSE on their call quality.
- Work as member of special or ongoing projects (i.e. process improvements) that contributes to the wellbeing of the call centre operations.