Team Manager Contact Centre
Singapore, Singapore
Job Description
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Team Manager - Contact Centre - (230000J8)
Responsibilities:
- Lead and retain a team of Customer Service Executives to deliver world class 24 hour one-stop customer service and excellent levels of individual/ team performance and customer satisfaction
- Manage day-to-day frontline activities, prioritise and make risk/ impact assessments within existing processes and procedures towards achieving SLAs
- Disseminate timely information to team members to ensure accurate and updated policy and information is conveyed to customers
- Handle escalated calls and ensure complete investigations to resolve customer requests/ complaints in an efficient and timely manner within Service Level Agreement
- Monitor Customer Service Executives\xe2\x80\x99 adherence, punctuality, and overall discipline
- Accountable for meeting customer service standards and assigned service and sales targets for individual CSE and team
- Perform service reviews on CSEs to ensure quality, efficiency, and compliance.
- Motivate, coach, and develop CSEs to ensure they contribute and deliver the expected Key Performance Indicators (KPIs).
- Identify service lapses/ knowledge gaps/ training needs through day-to-day team operations and observations
- Monitor and walk the floor to ensure resources are always optimised and daily service targets are met
- Support and continuously review and improve work processes to enhance customer\xe2\x80\x99s experience and highlight operational risks and areas for improvement
- Work with the management team to identify and deliver positive change and business efficiencies
- Ensure compliance with Group Policy and Standards, local laws and regulations and controls and procedures of the Bank.
- Support ad-hoc projects as assigned
Qualifications
Requirements:
- Energetic and self-motivated individual with a minimum 3-5 years of experience in leading customer servicing teams or training in a fast-paced Banking Contact Centre
- Possess strong operational knowledge in Contact Centre operations
- Strong communication and collaboration skills
- Excellent leadership skills, strategic thinking with tenacity to lead changes and transformation
- Strong team player and multitasker in a highly dynamic and stressful environment
- Strong coaching and people-development skills through call review, quality feedback, etc.
- Ability to understand and identify appropriate solutions for customers and escalations
- Strong analytical and critical thinking abilities
- Good presentation and delivery skills
- Familiar with Contact Centre operating systems and knowledge of browsers/Internet Banking
- Technical savvy and has proficient in Microsoft Office
- Knowledge of browsers/ Internet Banking
- Able to multi-task and take on assigned projects.
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Primary Location: Singapore Job: Team Manager Organization: Service Channels & Transformation Schedule: Permanent Job Posting: 21-Mar-2023, 2:29:00 AM
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Job Detail
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Job IdJD1302759
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationSingapore, Singapore
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EducationNot mentioned