JOB DESCRIPTION

We are looking for a dynamic and customer-centric individual to join our call center team as a Senior Customer Care Officer / Team Lead. In this role, you will be the first point of contact for our valued customers, providing top-notch service and assistance. If this sounds like YOU, connect with us TODAY!

REQUIREMENTS:

• Minimum 2 year(s) of relevant experience supervisory role, preferably in a contact centre or customer service environment
• Tech savvy and has good knowledge of Microsoft Office
• Possess good interpersonal and communication skills, creativity and problem-solving skills
• Able to motivate team to achieve business targets
• Good leadership and people management skills
  We offer competitive compensation, ongoing training, and a supportive work environment.
  If you’re enthusiastic, eager to learn, and ready to make a positive impact on our customers, we want to hear from you! Join our team and be part of an exciting customer care experience.
  Interested candidates may WhatsApp us at 6015 6788 or email us at recruit@haileck.co

• Supports, coaches and manage a team of Contact Center Agents.
• Communicates performance against objective with the individual team members and constantly monitors performance in terms of agreed key performance indicator (logon time, time-in wrap, average handle time).
• Works with the shift supervisor and coordinates shift roster for the team members to ensure that agreed shifts would be covered.
• Conducts return to work interviews after absenteeism.
• Undertakes any administration associated with payroll, performance related bonus, staff annual leave, expenses claims and amendments to staff rosters.
• Conducts regular team meetings and buzz session to ensure that two-way communication is maintained between team members and management.
• Supports the management team in the creation of management reports based on agreed time scales.
• Attends to high-level customer complaints received by team members and spends an agreed proportion of time answering queue calls.
• Conduct call monitoring either by listening in to the radio recorded calls or live calls and subsequently undertakes coaching sessions with team members.
• Disseminates information received from client contact point to the team members as soon as possible and ensures that the team members are fully briefed on the information received.
• Support the Contact Center in achieving its overall service levels (average speed of answer, abandoned calls, % calls answered within service level).
• Identifies area for service improvements and makes recommendation to the management team.