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