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Job Post Details
Contact Centre Team Lead - job post
Job details
Pay
- RM 6,500 - RM 6,800 a month
Job type
- Full-time
Location
Full job description
Key Responsibilities
1. Team Management: Manage and supervise a team of Call Centre Agents, including shift scheduling, attendance monitoring, and conducting regular team meetings. Provide ongoing coaching, guidance, and performance feedback to enhance team capability and productivity. Foster a positive and collaborative team environment to drive engagement and performance.
2. Performance & KPI Management: Track and drive key performance indicators (KPIs) such as service levels, CSAT, AHT, FCR, quality, productivity, and attendance. Support leadership in achieving overall contact centre operational targets. Conduct performance reviews and set development plans for team members. Review call recordings and multichannel interactions (calls, chat, email) to identify gaps and training needs.
3. Issue Resolution & Escalation: Handle escalated customer inquiries and complaints related to banking products, accounts, and services in an effective and timely manner. Provide appropriate solutions and alternatives and follow up to ensure full resolution. Support team members in managing complex cases and provide guidance on best practices.
4. Operational & Compliance: Ensure adherence to SOPs, internal policies, communication procedures, and regulatory requirements, including data confidentiality standards. Support operations in a high-volume, fast-paced multichannel environment.
Job Type: Full-time
Pay: RM6,500.00 - RM6,800.00 per month
Benefits:
- Health insurance
- Opportunities for promotion
- Professional development
Language:
- Mandarin (Required)
Work Location: In person