Team Lead - Singapore - ELLIOTT MOSS CONSULTING PTE. LTD.
Description
_Job Description _
- Coach and guide customer service officers (CSOs) to answer customers' queries and provide first call resolution
- Conduct business reviews and provide suggestions on processes
- Monitor and coach on agent productivity to achieve SLA adherence
- Conduct performance review with CSOs identifying areas of training and improvement
- Team engagement and retention strategy and implementation
- Handle ad hoc duties as required
_Requirements _
- Minimum of 5 years of experience working in a contact center industry
- Minimum education level:
- Diploma
- Active listener and possesses problemsolving skills
- Fast learner and good team player
- Demonstrates good customer service and communication skills and comfortable to work in a fastpaced environment
- 44 hours per week, able to work rotating shift hours including weekends and public holidays
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