Job Description Team Leader Operations (CXM)
- Must have strong analytical skills (ability to use thinking and reasoning to solve a problem). Must have solid problem solving skills using a variety of
statistical and root cause tools.
- Positive attitude to support company policies and must be able to maintain a high-morale environment.
- Must be able to adapt to change in the workplace and demonstrate flexibility with new ideas and different environments.
- Must be able to train others.
- Must be energetic (ability to work at a sustained pace and produce quality work).
- Must display honesty / integrity.
- Must be able to work under pressure (ability to complete assigned tasks under stressful situations).
- Ability to read and follow work instructions, procedures and policies.
Education:
- Must be graduate/ Post Graduate
- Qualified from any stream is preferable
Experience:
- Minimum 1 years experience of handling team as Team Leader (Direct reporting)
- Average experience of team handling is minimum 20 associates (should be in direct reporting)
- Experience of handling projects from Call Centre segment
- Good enough in customer communication and management
- Contact Centre, inbound, outbound, retention, Customer Service Experience is a must
- Aware about term SLA
Supervisory Responsibilities:
- This job will focus upon the direction of work activities and will be responsible for direct supervisory duties affecting hourly associates.
Computer Skills:
- Ability to operate computerized equipment is required. Must have basic skills to operate in Excel, Word, Visio and PowerPoint. In addition, must
