Job Descriptions:
- Your main scope as a team leader would be that of training. Train CCS based on the provided resources. Prepare competency quiz, test, and check-ins to ensure that CCS are provided with accurate information.
- Manage the performance and service quality of the CCS.
- Ensure that all CCS under TL’s supervision is well trained and ensure that CCS are providing accurate and timely responses.
- Responsible for the overall day to day case management and liaison with relevant stakeholders for further investigation and follow-up.
- Performs quality audit checks on the CCS handling the programme. Audit checks should include account access, soft skills, knowledge management and resolving MoP’s queries in accordance with the provided resources.
- Take ownership of team results, understand developmental needs, and provide support to the team.
- Work with respective stakeholders to ensure that all information is being cascaded accurately.
- Monitor the arrival pattern and highlight to the client in the event of any increase in queries.
- Conduct regular audits to ensure the quality of CCS appointed for the programme.
- Support and guide the CCS in their proficiency and knowledge of the programme.
- Provide assistance to CCS for complex cases and to communicate with the Ptcp/MoP whenever necessary.
- Provide feedback and recommendations on service delivery to the client.
Requirements:
- Ability to train the CSO on systems and programme-related information
- Self-driven with excellent interpersonal and communication skills
- Good communication skills in English
- Proficiency in other languages/dialects may be required depending on programme requirements
- Proficient in Microsoft Excel applications
- Ability to take the initiative, work independently, and accomplish tasks with minimal supervision
- Ability to work beyond operational hours, if and when required
- Ability to handle difficult interactions in a professional manner
- Possess Diploma qualification or above
- At least 2 years of relevant supervisory experience in contact centre, customer support and customer service functions
