Team Leader – Contact Center Job HF Group
Customer Service Jobs, HF Group Jobs.
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Principle Accountabilities
- Support the Contact Centre teams through developing objectives for the Contact Centre’s day-to-day activities.
- Monitor and improve quality assurance of all Contact Center interactions (call, email, social media interactions.)
- Assist in the formulation of targets for individuals and teams.
- Collecting and analyzing Contact Center statistics. Measure performance with key metrics such as calls handled, service level, calls abandoned etc.
- Monitor and trend channel performance (including tools) and work in close liaison with the technical teams to address the same.
- Closely monitor the impact of channel performance on Customer Experience.
- Provide weekly reporting on the same.
- Ensure adherence to policies for attendance, established procedures etc.
- Analyze statistics and compile monthly / annual results and performance reports.
- Take ownership of customers issues and follow problems through to resolution.
- Keep accurate records and document customer service actions and discussions.
- Recruit, mentor and develop Call Center Officers and nurture an environment where they can excel through encouragement and empowerment.
- Keep ahead of industry’s developments and apply best practices to areas of improvement.
- Adhere to and manage the approved budget.
- Conducting effective resource planning to maximize the productivity of resources (people, technology etc.)
- Coach and provide training to personnel to maintain high customer service standard.
Key Competencies and Skills
- Planning and organization skills.
- Strong communication and questioning skills.
- Good interpersonal skills.
- Good numerical and analytical skills.
- Time management skills.
- Good selling/influencing skills.
- Quality conscious.
- Sensitivity to customer issues.
Minimum Qualifications, Knowledge and Experience
- Bachelor’s Degree from a recognized University.
- At least 4 years working experience in a Customer Service role preferably in the banking.
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