Contact Centre Team Leader

. Manage the performance and service quality of the CSO.

. Ensure that all CSO under TL's supervision is well trained and ensure that CSO 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 CSO handling the programme. Audit checks should include account access, soft skills, knowledge management and resolving MoP's queries in accordance with the provided resources.

. Train CSO based on the provided resources. Prepare competency quiz, test, and check-ins to ensure that CSO are provided with accurate information.

. 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 CSO appointed for the programme.

. Support and guide the CSO in their proficiency and knowledge of the programme.

. Provide assistance to CSO 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