Customer Interaction Centre Team Leader

Job Description

Duties and responsibilities

• To manage the day–to-day planning, operation and problem-solving of a team of agents to meet with the required service level components, standards and sales targets, to develop the team to ensure delivery of a consistently superior customer experience by highly knowledgeable and customer-focused agents and to act as the communication between the Teammates and Management.
• Delivery of team sales, service level components, quality and productivity targets & indicators.
• People Management, including all HR related issues, as well as staff development.
• Operational Management: Managing the floor, adherence to schedule.
• Ownership and problem resolution.
• Call monitoring, coaching and feedback, responsibility for delivery of the defined
  
  

• Responsible for Training and development of staff.
• Recommendations for product and process development based on customer feedback and analysis of the same.
• Conducting performance appraisal for the team.
• Compiling reports on team’s performance and customer feedback.
  
  

• At least 2 years’ experience in similar capacity is required for this position
• Experience on phone, email and live chat support preferred but not required
• Experience in Technical Support is preferred
• Has strong verbal and written communication and comprehension skills
• Good problem solving and critical thinking skills with focus on issue
  
  

• Resourceful, able to multitask and has high attention to details