Job Summary
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Team Manager (TM) reports to the Head of Contact Centre Operations, and responsible for the Contact Centre Inbound Voice Careline (CC) operations, to ensure it’s running smoothly to achieve CC and MCMC’s mandated KPIs.
- Other key functions are to drive employee’s satisfaction & engagement, provide coaching, plan for their learning and development, timely communication, execute improvement initiatives to enhance the quality and efficiency of CC, also to address operations and customers’ pain points etc.
- Manages Team Leaders (TL) and oversees all employees report to TL.
Job Responsibilities
Key Accountabilities:
(1) CC Operations
• Manage the day-to-day CC operations by ensuring TL are performing their responsibilities to meet KPIs (People, Quality, Efficiency).
• Manage call escalation should customers require to speak with higher management and satisfactory close cases with customers, and to perform service recovery when needed.
• Ensure all working tools are functioning efficiently for smooth operations.
• Gather TL for scheduled or unscheduled meetings, provide support particularly in addressing issues, managing challenges, removing roadblocks etc.
• Attend Department meetings, cross functional meetings as and when required, with active participations in contributing ideas, feedback, sharing of experiences etc.
• Support Supervisors in any form when assigned.
• Back up TL in their absence. ey Accountabilities:
(2) Service Level (SL) Management
• Diligently perform Real-time Floor Management to ensure resources are sufficient to serve the inbound call volume at all times.
• Manage anomalies/SL crisis that cause the surge in call volume, slow down speed to answer, prolong handling time, unable to serve customers etc., swiftly escalate to Stakeholders for immediate resolution and bring CC operations back to BAU.
• Perform analysis to fix root causes when SL failed and establish preventive measures.
• Manage the overall performance of TL.
• Oversee the overall Agents’ performance under each TL.
• Work with scheduler to ensure timely duty roster and accuracy in staffing projection.
(3) Quality
• Constantly review Team’s QA and all other VOC survey scores e.g. CSAT, FCR, CES, NPS, guide and manage outliers to ensure achievement of quality KPIs.
• Participate in QA calibration to ensure consistent standards are applied.
• Provide coaching to TL and agents to increase ability to resolve customers’ interactions, and to eliminate complaints.
• To help ensuring the contents in Knowledge Base are sufficient and effectively supporting frontlines in handling customers.
• Gather and raise customers’ impacting issues to Stakeholders to drive permanent fix.
• Governance of policy to ensure compliance and enforcement is in place.
• Identify training needs to continuously improve the quality standards and enhance Agents’ competency levels through challenging customer service issues.
• Communicate effectively and strategize day-to-day operation needs to ensure operational excellence in providing the best quality of service.
• Participate in service recovery activities.
(4) People
• Take care of overall staff welfare, create a conducive working environment.
• Provide counselling, manage conflict, exercise team leadership to cultivate team spirit and teamwork.
• Promote, deploy and demonstrate “Culture Live It” (UM Core Value: Passionate, Trustworthy, Innovative, Team-Oriented, Fun-Loving).
• Responsible for TL’s career development and identify talent for succession planning.
• Strategize, support and execute employee engagement activities and programs to keep staff engaged and motivated, recognize and reward performers, enhance talent retention, manage attrition.
• Manage disciplinary and Industrial Relation matters jointly with Human Resource.
• Manage the overall employee’s performance, execute Performance Enhancement Plan (PEP) with employees that fall below expectations.
(5) Others
• Carry-out Sales-Through-Service (STS) Programs/Campaigns to ensure achieving of targets.
• Carry-out Customer Education Programs/Campaigns.
• Govern and fulfil CC yearly iSMS certification.
• Manage Business Partner’s performance, delivery of KPIs and adherence to Contract Terms.
• Manage operations budget to ensure no over-run.
• Manage any project assigned.
• Any other matters assigned.