Contact Center Team Leader - YGN

A. PROFILE

Role Title: Contact Center Team Leader
Reporting to: Contact Center Manager
Division: Customer Experience
Department / Section: Marketing

B. CONTEXT

Purpose: To manage the daily operational performance of the team in alignment with the contact centres objectives and KPIs across both calls and digital channels. To regularly review the performance of Champions, assessing quality and productivity against established criteria. To provide constructive feedback and targeted coaching to support performance improvement. To deliver customer insights and performance reports to the Centre Manager and other relevant stakeholders. To assist the Centre Manager, HR, and Training teams in the recruitment, onboarding, and development of new Champions joining the centre.

Context: This Department will be responsible for executing and implementing consumer business strategies and building brand affinity and connect in order to achieve growth in customer market share and revenue market share; through focus on the various business and distribution channels and customer experience. It will develop and execute the companys digital and commercial strategy covering the consumer segment, improving user engagement and value through consumer understanding, product innovation, integrated marketing & communications, pricing, strategic bundling and customer lifetime value management.

The Contact Centre is a key customer channel for U9s customers. The U9 brand is based around exceptional customer service, so every customer interaction must provide this differentiated experience to every Customer. This role is critical in managing, developing and supporting the frontline Champions to deliver this service. The role is a key connection between the frontline team and other parts of the business.

C. ROLE ACCOUNTABILITIES

1. Managing the Operation – Responsible for overseeing the day-to-day operations of the Call Centre and ensuring that the goals set by the Call Centre are reached by using metrics as call offers, call answers, average handling times, call abandoned rates, and first call resolutions etc.

2. Role Model Behaviour - Lead and inspire the team members as a role model by presenting the Can Do attitude, positive manners, following good business work ethic, driving the result and outcomes through the team members

3. Monitoring the Quality of Performance - Monitoring the performance of Customer Champions and Team as a whole by using the Quality Monitoring metrics to maintain the accuracy, service quality above the bench mark and ensure to deliver the customer

4. Coaching and Feedback - Coaching, mentoring and providing the performance feedback to the Customer Champions to be proficient, motivated, delivering the result and performing to their potential on their daily basis

5. Problem Solving and Issue Escalation - Providing the first resolution to customer issue and escalating the highlighted issues, incident cases and customer complaints to related teams to resolve quick to achieve the customer satisfaction

6. Managing Schedule - Cooperating with the Work Force Management Team to ensure to have enough manpower to handle the incoming call volumes and the schedules are optimized not only to meet the business needs but also to set the schedule to the satisfaction of Call Centre Champions

7. Reporting and Analysis - Responsible for producing daily, weekly, monthly, adhoc reports, analysing data to identify trends and opportunities for improvement

8. Cooperating with Internal Departments - Cooperating with other departments within the organization to ensure that the Call Centre is aligned with not only for products, process and promotion information but also the goals of the organization

D. KEY PERFORMANCE INDICATORS

• Market Leader
• Operational Efficiency
• Leadership Competencies
• Training & Development

E. WORKING RELATIONSHIPS & DECISION MAKING

Interacts with:
Internal: Across all functions as and when needed
External: Customer

Decision Making

• Decision making will mainly be in line with defined procedures and pre-determined guidelines. However, an ability to make decisions in relation to the specific responses to give and resolve customer queries may be done independently within limits or with an approval.

• Accountability and ownership in terms of providing relevant actions to resolving the customer enquiries; providing any compensation in line with policy

F. EXPERIENCE AND QUALIFICATIONS

Minimum Experience & Essential Knowledge

• Minimum 2-3 years in a similar role or capacity
• Previous team leadership experience in a Customer service environment.
• Excellent experience in managing teams in large operations

Minimum Entry Qualifications

• Bachelor degree