Contact Centre Team Leader

About the job Contact Centre Team Leader

Key Responsibilities

• Lead a team of customer service associates across all customer interaction channels such as phone; email; letters; livechat; face-to-face and/or social media. This includes delivering KPIs with highest NPS and standards in accordance with the business plan and customer satisfaction.
• Managing and organizing staffing schedule including productivity, absenteeism, and any other workloads to meet day to day demand and balancing staff sufficiency and efficiency. This include staff coaching. Manage staff absence and work on improvement plan to address tardiness and unscheduled leaves.
• Managing case escalations by assisting team member with more complex enquiries, including complaints and customer enquiries in accordance with department set procedures from touch points in handling customer, deal with technical issues and work in a fast-paced high-pressured environment.
• Pr...