Contact Centre Team Leader
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This role involves managing the performance and service quality of Customer Service Officers (CSO), ensuring they are well trained and providing accurate and timely responses. You will be responsible for overall day-to-day case management and liaison with relevant stakeholders for further investigation and follow-up.
Key responsibilities- Manage the performance and service quality of the CSO
- Ensure that all CSO under supervision is well trained and 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
- Perform quality audit checks on CSO handling the programme, including account access, soft skills, knowledge management and resolving queries
- Train CSO based on provided resources and prepare competency quiz, test, and check-ins
- 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 arrival pattern and highlight to the client in the event of any increase in queries
- Conduct regular audits to ensure the quality of CSO appointed for the programme
- Provide feedback and recommendations on service delivery to the client
- Ability to train CSO on systems and programme-related information
- Self-driven with excellent interpersonal and communication skills
- Good communication skills in English
- Proficiency in other languages/dialects may be required depending on programme requirements
- Proficient in Microsoft Excel applications
- Ability to take the initiative, work independently, and accomplish tasks with minimal supervision
- Ability to work beyond operational hours, if and when required
- Ability to handle difficult interactions in a professional manner
- Possess Diploma qualification or above
- At least 2 years of relevant supervisory experience in contact centre, customer support and customer service functions
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