Job Responsibilities:
- Manage a customer-centric team that delivers prompt and appropriate solutions to customers - through managing customer questions (through calls, chats, and emails), escalating concerns to other relevant departments, and ensuring follow-ups
- Ensure team meets customer service targets and KPIs, and take appropriate actions (arranging for overtime, etc.) to manage request volume
- Monitor and improve team performance in productivity, process adherence, customer satisfaction, employee satisfaction and development, attrition and absenteeism
- Conduct periodic individual coaching and feedback sessions that focus on improving customer satisfaction, employee communication and technical skills
- Communicate relevant performance indicators to management and agents through prompt reports
- Identify operational issues and propose potential improvements to improve customer and employee experience
- Perform other similar and related duties as required or directed
Job Requirements:
- Bachelor’s Degree or higher from a globally recognised University with good academic credentials
- Possess at least 8 years of experience in a Contact Centre or Customer Service setting
- Possess at least 2-3 years of experience managing large teams (>15 people)
- Banking industry experience is an advantage
- Excellent verbal and written communication skills
- Strong analytical, communication, and process development skills
- Has a customer-centric mindset
- Flexible and adaptable
- Ability to multi-task, prioritize and manage time effectively
- Good working knowledge of MS Office (Excel, Word)
