Team Manager, Inbound (Call Centre)

Job Responsibilities as follow:

Operational Excellence

Walk the floor to manage service level to ensure that service level is achieved at all times through monitoring the staffs handling time or activating the necessary resources

Feedback to Inbound Manager issues related to managing service level such as lack of resources or anticipated attrition

Supervise and monitor the team in their day to day operations to ensure that customers’ requests, complaints and enquiries are resolved effectively

Support business through targeted outbound sales and service activities and cross selling or sales referrals

Ensure staffs adhere to empowerment guidelines for a particular process ie waiver

Monitor to ensure that staffs rectify their work errors timely

Ensure daily tasks are completed ie clearing of voicemails, arranging customer call back, phone testing

Liaise with other departments to resolve customers’ issues

Handle escalated calls from customer and ensure close follow up to resolve the issue .

Conduct briefing to update staffs on the latest promotions, new initiatives or learnings

Work closely with staffs to resolve customers issues within the turnaround time and completely

Conduct daily briefing and de-briefing to update the customers service officers with the latest product launching or promotion, changes of processes or new policies or procedures

Timely complete daily tasks such as retrieval of voicemail, daily testing of the phone lines and checking of forms submitted by staffs which has impact on customers experience

Service Quality

Perform monthly call monitoring to listen in to staffs calls to ensure staffs are complying to the call quality guidelines

Identify and escalate process gaps or opportunities to Inbound Manager for process improvements that will reduce operational cost to meet or improve customers’ experience

Coach and guide the staffs to strive for delivery of ‘WOW’ service

Human Capital

Coach staffs to achieve the agreed Key Performance Indicators and ensuring the staffs are have the necessary tools and knowledge to perform the job

Conduct timely coaching for staffs who were found to have committed error causing complaints from customers

Motivate and coach staffs to reinforce positive behaviors and competencies that will in turn create a peak performing team

Conduct monthly performance review with staffs to understand their current performance and areas for improvements

Identify training needs and escalate to Inbound Manager to improve staffs performance

Create and maintain an environment that encourages ideas and suggestions from staffs, drive implementation and close feedback loop

Compliance & Risk Management

Ensure that all policies and guidelines set by compliance are adhered to in the unit and practice prudent risk taking

To ensure compliance to banking acts and standard operating procedures

Identify and escalate gaps to Inbound Manager that impact the operations of Contact Centre. Participate in risk management and compliance activities

Work with Inbound Manager to close recommendations from internal auditor or compliance officer



Job Requirements

Skills

Able to work with and through the staffs

Able to make sound decision escalate when required in problem solving

Ability to communicate plans and strategies clearly and in a manner that is easily understood

Strong Execution and planning skills

High degree of tact and diplomacy to be able to deal with external and internal customers

Knowledge

Acceptable business writing skills

Understands and able to grasp the Contact Centre Operations

Experience

At least 2 years working experience as a Team Lead or Team Manager in a Contact Centre or related field.