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Role: Team Leader
Role Purpose:
To lead and manage a team of Call Center agents in delivering world class customer service as well as achieving the other KPIs set out by the Senior Management Team.
Key Accountabilities of the role
Operational readiness:
xe2x96xaa Manage and lead a team of Call Center Agents in driving performance based on the KPIs set and ensuring efficiency and effectiveness.
xe2x96xaa Work closely and coordinate with the Call Center Operations team on matter relating directly to the efficiency and daily operations management
xe2x96xaa Ensure regular update of performance with subordinates, peers and line manager(s).
xe2x96xaa Ensure Team work at all levels.
xe2x96xaa As a daily routine allocate work and supervise the Call Centre Agent's activities for timely results for both the customers and other relative departments/branches. Informally coach and guide staff for better performance
Human Resource/People:
xe2x96xaa Continuous coaching and mentoring on individuals within the team.
xe2x96xaa Continuous engagement with the individuals within the team to reduce attrition.
xe2x96xaa People development
xe2x96xaa Providing support and guidance to the individuals within their teams.
xe2x96xaa Lead by example
xe2x96xaa Review & recommend staff training requirements to Operations Manager on a quarterly basis.
xe2x96xaa Prepare and provide Call Centre Manager with agenda relating to Call Centre issues, customer service issues & staff issues, for monthly staff meetings.
xe2x96xaa Focusing team members on the purpose and task of the project; reminding the team of the result the organization is looking for and how it fits with the organization's vision, mission and goals
Quality:
xe2x96xaa Ensure timeliness and datelines are met
xe2x96xaa Consistency in achieving goals set
xe2x96xaa Continuous focus the team to ensure nothing less than world class service delivery.
xe2x96xaa Reduce complaints within the team through regular coaching and training
xe2x96xaa Handle escalated customer complaints effectively and efficiently.
xe2x96xaa Follow-up on customer complaints and operational issues logged in the system with the respective areas for fulfillment and ensure that the resolutions are promptly communicated to customers outlined in the SLAs.
Continuous Improvement:
xe2x96xaa Continuously find ways of improving processes that will improve efficiency, reduce rework and improve customer experience.
xe2x96xaa Focus on the team to deliver on 'migration' initiatives and to transition the team into a profit center.
Compliance of policies & procedures:
xe2x96xaa Comply and perform Key operational controls as required in ADIB's polices & procedures relating to Call Center, in day to day operations.
Any other ad-hoc projects/task assigned by Service Manager.
RESULTS EXPECTED:
xe2x96xaa An efficiently run and managed team
xe2x96xaa Meeting all KPIs set out by Senior Management
xe2x96xaa Reduce attrition within the team.
xe2x96xaa Reduce complaints and unnecessary queries.
xe2x96xaa Improved quality of calls.
xe2x96xaa Continuously improve Mystery Shopper results.
Specialist Skills / Technical Knowledge Required for this role:
xe2x96xaa Excellent leadership qualities
xe2x96xaa Ability to groom individuals
xe2x96xaa Ability to drive team performance
xe2x96xaa Excellent communicational skills
xe2x96xaa Knowledge of agent KPIs
xe2x96xaa Forward thinking
Previous experience:
xe2x96xaa Minimum of 3 years in a junior leadership role
xe2x96xaa Previous experience in a similar role, would be an added advantage
xe2x96xaa Previous experience in leading and small team (up to 20 individuals)
xe2x96xaa Exposure to Contact Center technologies
xe2x96xaa Understanding of basic agent KPIs