Contact Center Voice Team Leader   (Vacancy Closed)

** For registered candidates, please login to apply

Job Summary
Responsible to keep the contract Centre operation running smoothly for 8am-12am x 7 days a week. Team Leaders works on rotation 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
  • Handles and respond to customer enquiries and provide support in terms of conducting investigation into issues via regulatory bodies, emails and social media which includes, but not limited to Facebook, Twitter , forums etc
  • Ensuring all issues are handled within timeline specified and in a professional manner, providing appropriate recommendations and solutions to resolve issues raised in accordance to guidelines and process set
  • Reviewing outstanding issues, ensuring customers are kept informed of progress and status on a regular basis from time issue is raised until it is close
  • Ensure frequent and consistent follow up on the issue with both customer as well as internal U Mobile departments to resolve the issue

Job Requirements

  • Minimum diploma, bachelor degree professional degree or equivalent
  • Min 3 years experience in customer service or contact centre with at least 1 year working related experience in handling non phone transaction i.e email, 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 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%