Company Background
A contact centre company is currently hiring two different position, Head of Customer Service and Team Lead, Customer Service role to be based in Bangsar area.
Key Responsibilities:
- Lead, coach, and motivate a team of customer service agents to meet and exceed performance targets (e.g., AHT, FCR, CSAT).
- Monitor real-time queues and agent activities to ensure optimal staffing and service levels.
- Handle escalated customer issues and provide timely resolutions
- Conduct regular performance reviews, one-on-ones, and team meetings
- Analyze call centre metrics and generate reports to identify trends and areas for improvement.
- Collaborate with Workforce Management (WFM) and Quality Assurance (QA) teams to optimize operations.
- Ensure adherence to contact centre scripts, policies, and compliance standards.
- Support onboarding and training of new hires and continuous development of existing staff.
- Drive a customer-first culture and promote a positive team environment.
Key Requirements:
- Minimum 5 years of experience in a contact centre environment, with at least 2 years in a supervisory or team lead role.
- Strong leadership and people management skills.
- Excellent communication and conflict resolution abilities.
- Proficient in contact centre systems (e.g., CRM, ACD, ticketing platforms).
- Analytical mindset with the ability to interpret data and make informed decisions.
- Ability to work in a fast-paced, high-pressure environment.
- Flexibility to work in shifts, including weekends and public holidays if required