Job Description:
- The Team Head assists the Head of Inbound Service Operations and/or Head of Operations Support, the company in planning and managing the operational activities of the inbound call servicing teams. Team Head also leads, manages and directs the activities of Team Managers and CSOs who provide customer support and is responsible to ensure customer service resources are utilized efficiently in accordance with Contact Centre objectives and in ways that consistently promote quality and satisfaction to customers
- Plans, organizes and controls resources for optimal utilization to deliver appropriate customer service.
- Coordinates with other departments to identify systemic quality-improvement opportunities and ensure maximum delivery efficiency.
- Works with Team Managers and supporting departments to establish and manage priorities.
- Maintains and improves the centre’s real-time responsiveness so as to ensure smooth running of day-to-day customer servicing.
- Manages staff roster to meet the fluctuations in call demands and programs; recommends and adjusts real-time schedule changes based on workload/forecast shifts.
- Provides on-the-job training and mentoring to staff to ensure performance standards are met.
- Conducts Team Managers’ performance review sessions to identify opportunities and recognize positive behaviours.
- Provides regular feedback to staff on productivity and quality results.
- Identifies team and individual training needs and develop plans for immediate and long-term performance improvements.
- Coordinates with training and quality assurance teams to identify systemic quality-improvement opportunities
- Proactively solves problems and provides timely resolution to ensure minimal impact to customer and employee satisfaction.
- Identifies the most appropriate course of action for problem resolution and effectively communicates plans to those impacted.
- Promotes a supportive environment in which employees are encouraged to solve problems and address customer issues.
- Provides management support to Team Managers and CSOs such as through the review and resolution of all transactions that are beyond the jurisdiction of the CSOs.
- Identifies on-going improvement areas (with our customers in mind) to better operational and service performance together with the Head of Contact Centre.
- Ensures all assigned project tasks are completed within timelines.
- Facilitates the smooth implementation and completion of these projects.
- Reviews and recommends improvements in the division’s existing operational procedures and servicing workflows to enhance operational and service efficiency and effectiveness. Includes continuous reviews of present systems, technology and operations methods so as to formulate new and revised systems and workflows to enhance efficiency.
- Provides recommendation and evaluation on hotline and customer service rationalization initiatives.
Requirements:
- Degree an above in any field.
- Minimum 4-5 years of working experience in managing a team of about 70-80 headcounts in a contact center environment.
- Excellent communication skills in English and Bahasa Melayu.
- Strong negotiation and influencing skills, and the ability to drive change and process improvement in the departments
