Team Leader - Contact Center at HF Group

Principle Accountabilities


Support the Contact Centre teams through developing objectives for the Contact Centre's day-to-day activities.
Monitor and improve quality assurance of all Contact Center interactions (call, email, social media interactions.)
Assist in the formulation of targets for individuals and teams.
Collecting and analyzing Contact Center statistics. Measure performance with key metrics such as calls handled, service level, calls abandoned etc.
Monitor and trend channel performance (including tools) and work in close liaison with the technical teams to address the same.
Closely monitor the impact of channel performance on Customer Experience.
Provide weekly reporting on the same.
Ensure adherence to policies for attendance, established procedures etc.
Analyze statistics and compile monthly / annual results and performance reports.
Take ownership of customers issues and follow problems through to resolution.
Keep accurate records and document customer service actions and discussions.
Recruit, mentor and develop Call Center Officers and nurture an environment where they can excel through encouragement and empowerment.
Keep ahead of industry's developments and apply best practices to areas of improvement.
Adhere to and manage the approved budget.
Conducting effective resource planning to maximize the productivity of resources (people, technology etc.)
Coach and provide training to personnel to maintain high customer service standard.


Key Competencies and Skills


Planning and organization skills.
Strong communication and questioning skills.
Good interpersonal skills.
Good numerical and analytical skills.
Time management skills.
Good selling/influencing skills.
Quality conscious.
Sensitivity to customer issues.


Minimum Qualifications, Knowledge and Experience


Bachelor's Degree from a recognized University.
At least 4 years working experience in a Customer Service role preferably in the banking.