- Flexible hours available
- 2-3 years of relevant work experience required for this role
- Working rights required for this role
- Expected salary: $2,500 - $3,200 per month
- Immediate start available
We are looking for a dynamic and customer-centric individual to join our call center team as a Senior Customer Service 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
Responsibilities:
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 (log-on 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.
Requirements:
Minimum 2 year(s) of relevant experience in supervisory role, preferably in a contact center or customer service environment.
Tech savvy and has good knowledge of Microsoft Office (Word, Powerpoint & Excel).
Possess good interpersonal and communication skills, creativity and problem-solving skills.
Positive and able to motivate team to achieve business targets.
Good leadership and people management skills.
Able to work well in a team in a dynamic and fast-paced environment
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.