Opportunity Description
About the job Contact Centre Team Leader
- Manage the performance and service quality of the CSO.
- Ensure that all CSO under TLs supervision is well trained and ensure that CSO are providing accurate and timely responses.
- Responsible for the overall day to day case management and liaison with relevant stakeholders for further investigation and follow-up.
- Performs quality audit checks on the CSO handling the programme. Audit checks should include account access, soft skills, knowledge management and resolving MoPs queries in accordance with the provided resources.
- Train CSO based on the provided resources. Prepare competency quiz, test, and check-ins to ensure that CSO are provided with accurate information.
- Take ownership of team results, understand developmental needs, and provide support to the team.
- Work with respective stakeholders to ensure that all information is being cascaded accurately.
- Monitor the arri...
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