Team Lead@Manager, Customer Service Inbound (Call Centre)
Subang Jaya, Selangor
Tetap
Sepenuh masa
27 hari lepas
About Alliance Bank Malaysia Berhad Alliance Bank Malaysia Berhad and its subsidiary, Alliance Islamic Bank Berhad, offers banking and financial solutions through its consumer, SME, corporate, commercial and Islamic banking. The Bank provides easy access to its broad base of customers throughout the country via multi-pronged delivery channels that include retail branches, Privilege Banking Centres, Business Centres, Investment Bank branches, and mobile and Internet banking. Job Responsibilities as follow: Operational Excellence Walk the floor to manage service level to ensure that service level is achieved at all times through monitoring the staffs handling time or activating the necessary resources Feedback to Inbound Manager issues related to managing service level such as lack of resources or anticipated attrition Support business through targeted outbound sales and service activities and cross selling or sales referrals Supervise and monitor the team in their day to day operations to ensure that customers' requests, complaints and enquiries are resolved effectively Ensure staffs adhere to empowerment guidelines for a particular process ie waiver Monitor to ensure that staffs rectify their work errors timely Ensure daily tasks are completed ie clearing of voicemails, arranging customer call back, phone testing Liaise with other departments to resolve customers' issues Handle escalated calls from customer and ensure close follow up to resolve the issue Conduct briefing to update staffs on the latest promotions, new initiatives or learnings Work closely with staffs to resolve customers issues within the turnaround time and completely Conduct daily briefing and de-briefing to update the customers service officers with the latest product launching or promotion, changes of processes or new policies or procedures Timely complete daily tasks such as retrieval of voicemail, daily testing of the phone lines and checking of forms submitted by staffs which has impact on customers experience Service Quality Perform monthly call monitoring to listen in to staffs calls to ensure staffs are complying to the call quality guidelines Identify and escalate process gaps or opportunities to Inbound Manager for process improvements that will reduce operational cost to meet or improve customers' experience Coach and guide the staffs to strive for delivery of 'WOW' service Human Capital Coach staffs to achieve the agreed Key Performance Indicators and ensuring the staffs are have the necessary tools and knowledge to perform the job Conduct timely coaching for staffs who were found to have committed error causing complaints from customers Motivate and coach staffs to reinforce positive behaviors and competencies that will in turn create a peak performing team Conduct monthly performance review with staffs to understand their current performance and areas for improvements Identify training needs and escalate to Inbound Manager to improve staffs performance Create and maintain an environment that encourages ideas and suggestions from staffs, drive implementation and close feedback loop Compliance & Risk Management Ensure that all policies and guidelines set by compliance are adhered to in the unit and practice prudent risk taking To ensure compliance to banking acts and standard operating procedures Identify and escalate gaps to Inbound Manager that impact the operations of Contact Centre. Participate in risk management and compliance activities Work with Inbound Manager to close recommendations from internal auditor or compliance officer Job Requirements Skills Able to work with and through the staffs Willing travel to SS 15 Subang Jaya. (near to LRT station) Able to make sound decision escalate when required in problem solving Ability to communicate plans and strategies clearly and in a manner that is easily understood Strong Execution and planning skills High degree of tact and diplomacy to be able to deal with external and internal customers Knowledge Acceptable business writing skills Understands and able to grasp the Contact Centre Operations Experience At least 3-4 years working experience as a Team Lead or Team Manager in a Contact Centre or related field. Minimum 6-7 years of working experience as Customer Service. Show more Show less