Summary
The Customer Contact Centre (CCC) Team Leader oversees a team of call centre agents, ensuring service quality, adherence to KPIs, and smooth operations.
Key Responsibilities
- Supervise and manage daily operations of the call centre team.
- Monitor agent performance, call quality, and adherence to schedules.
- Provide coaching, feedback, and training to team members to enhance performance.
- Handle escalated customer complaints and resolved complex issues.
- Prepare daily/weekly/monthly performance reports for management.
- Implement call centre policies, procedures, and best practices.
- Motivate and engage the team to achieve targets and maintain a positive work environment.
- Reporting any issues that arise during the shift to Head of Operations
- Ensure all fault notification and enquiries are responded to within 15 minutes.
- Document all contact centre-related activities in the ticketing system
- Perform other duties as assigned to support the continued success of self, team, department, and company.
Requirements
- Candidate must hold at least a Diploma with more than 2 years of working experiences or Bachelor's Degree.
- Good communication and interpersonal skills.
- Possess own transportation with valid D and/or B2 driving license.
- Mobile, independent, resourceful, hardworking, and effective team player.
- Well verse in English and Bahasa Melayu.
- Strong leadership and team management skills.
- Good analytical and reporting skills.
- Proficient in MS Office and call centre software systems.
- Ability to work under pressure.
Skills
- Excellent interpersonal and communication skills.
- Strong problem-solving and decision-making abilities.
- Coaching and mentoring skills.
- Ability to motivate a diverse team.