Duties & Responsibilities
Job Purpose:
The Digital Engagement – Team Lead (TL) position is responsible to provide quality and efficient service to customers throughout the daily management of a group of reporting agents. TLs are required to perform coaching, counselling and problem solving to manage the performance of the agents reporting to them. Additionally, the position is responsible to assist the Team Manager (TM) with development plans, analysis and implementation of training, scheduling, rewards and recognition programs.
Key Accountabilities:
1. Manage the day-to-day operations of the contact centre by ensuring the availability of agents to handle the incoming transactions from Email / Social Media.
2. Highlight any abnormalities encountered on daily operation through incident report tracking, and take necessary action to manage the situation.
3. Perform Real-time Floor Management by assisting agents on long handling time i.e. handling time, wrap up time. Alert agents during situation and crisis (Outages / Service Downtime) and provide guidelines to manage such situations.
4. Manage the staff adherence to schedule by monitoring the punctuality, unscheduled/ scheduled break as well as logout time.
5. Keep track of staff attendance and make decision if additional agents are required to manage the operation.
6. Ensure CSE have appropriate training and the skills to perform their jobs. Highlight training needs to TM for training arrangement with L&D team.
7. Provide coaching, guidance and resolution to agents on daily performance.
8. Conduct daily team briefing, share case studies (best practises / learning) to team members daily before start of shift. Provide brief update on product/ promo/ campaign launches, system updates and gather feedback from CSEs for insights sharing/ process improvement.
9. Provide feedback to TM on individual agent’s performance by measuring the qualitative and quantitative elements. Work with TM for performance management and manage outlier.
10. Attend to 1st level escalations from agents. Handle irate/difficult customers.
11. Perform quality evaluation and provide periodical feedback to individual CSE on their quality.
12. Work as member of special or ongoing projects (i.e. process improvement/ system enhancement) that contributes to the improvement of the contact centre operations/ performance.