Team leader Required

Aug

18

2014

DEPARTMENT: Operation

REPORTS TO: General Manager

PURPOSE:
The job Holder will provide day to day management of the call agent representatives to ensure client satisfaction.

PRINCIPAL ACCOUNTABILITY:

  • Lead and motivate Customer Service Representatives (CSR) in their team through on going formal and informal interactions to achieve agreed team and individual performance metrics. This will involve consistently monitoring their team’s performance and identifying any training and development needs with regard to performance gaps
  • Support the development of successful behaviours and skills within their team through constructive and timely feedback, one to one meetings and the implementation of development plans
  • Ensure individual Quality Performance targets are met, through follow up on QA coaching and feedback by delivering effective coaching to ensure high levels of Customer Experience
  • Create a positive working environment by implementing initiatives to maintain the motivation, morale and performance of the team, leading to increased productivity, increased employee retention and reduced absenteeism
  • Act as a role model for customer insight and build a culture of customer commitment within their team. This will involve escalating feedback from customers and agents regarding customer service issues to facilitate an environment of continuous improvement and customer service excellence
  • Creates a two way flow of communication within their team to ensure that relevant information is cascaded to team members effectively and that the team have an opportunity to give feedback
  • Receive and make calls to customers to facilitate appropriate responses to all complaints.
  • Be an effective communicator of change, for example, in customer policies, processes, products, delivering the communication in an effective and timely manner to ensure that the team are fully informed and positively adapt to changes
  • Deal with escalated customer issues in an efficient and professional manner to ensure issues are progressed and closed satisfactorily
  • Ensure daily and ad hoc briefings are delivered in an effective and timely manner
  • Work with fellow Team Leaders to manage the Contact Centre Floor, ensuring agent adherence to breaks, shift start and finish times.
  • Manage the Contact Centre Performance to ensure Service Level and Call Answering performance is maximised
  • Conduct HR investigation and disciplinary meetings as required to ensure that any performance issues are addressed immediately
  • Manage Contact Centre Attendance to ensure targets are met, adhering to policies and procedures
  • Perform added tasks as per management needs

CONTACTS:
Reporting to the Operation Manager, on behalf of Silah & the Client and work closely to the operation manager and the Call Centre Representative to ensure clients satisfaction.

EQUIPMENT AND MATERIALS:
Personal Computer and standard office equipment

DOCUMENTATION:
Services level Agreement (SLAs)
5.2 KPI’s

PROBLEM SOLVING:
Problems associated with:

  • Time constraints and pressures.
  • Adverse publicity that specifically impacts staff motivation or satisfaction.
  • Analysis of business requirements and service improvements.
  • Failure to meet KPI’s and SLA’s.

DECISION MAKING:
Decisions related to the following issues:

  • Staff movements within/ outside the Business, delegation of authority to appropriate levels.

WORKING CONDITIONS:
Effort: Normal office effort.
Environment: Normal office environment.
Working hours: 40 hours, 5 days a week. The job holder will required to work after working hours and during weekends and public holidays.

CONCLUSIONS:
The above statement reflects the general details considered necessary to describe the principal function of the job identified and shall not be considered as a detailed description of the entire work requirement that may be inherent in the job.

JOB REQUIREMENT:
Education: Minimum B.sc in Administration or Business Management or any relevant degree
Experience:

  • Demonstrate an in-depth understanding of Front office processes and day to day activities.
  • At least 2 year’s experiences in the contact centre at.
  • Experience in a Customer-orientated role(s) and the ability to work in a fast paced environment.
  • Excellent attendance record
  • Excellent Call Quality – consistently averaging 90% or above over the past 6 months
  • Experience of managing escalation calls.
  • Proven ability in analysing and reporting data.

 

In: Jobs Asked By: [476 Blue Star Level]
Answer #1

Can I please have your email address for applying for the job

Answers Answered By: Abeer Mohammed [ Grey Star Level]
Answer #2

http://www.silah.bh/careers/

Answers Answered By: askbahrain [476 Blue Star Level]

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