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- Bachelor's degree or equivalent diploma in any discipline
- Candidate must be able to work on rotational shift (3 shift / 5 working days)
- Minimum 1 years' experience as TL in call center
- Must be proficiency in English & Mandarin in terms of written, reading and speaking
- Able to start work immediately is preferred.
- Support, motivate, evaluate, develop and coach their Agents to continually meet and exceed their individual team targets
- Completes regular monitoring's of their teams handled contacts and provide appropriate feedback, coaching and education to ensure Agents meet the minimum client requirements
- Proactively maintain and deliver the required service levels whilst maximizing productivity in the team to ensure the desired financial goals.
- Provide "real time" support to Agents experiencing difficulties on calls and handles escalated irate and/or upset customers' inquiries promptly & professionally when necessary
- Works together with a "Point of Contact" to identify issues and generate action plans for the KPI assigned
- Ensure all Teleperformance policies and procedures are adhered to including but not limited to, Security, HR, Operations, etc. Any known infractions to these corporate policies and procedures are communicated to the Teleperformance Management immediately interaction with other Departments (WFM, QA, Payroll/HR, etc)
- You are expected to be a team player, capable of representing information in behalf of Singapore Airlines and Teleperformance as one company.
Team Leader - George Town, Malaysia - Teleperformance
Description
Overview
Job Summary
If you are a person with attention to details and has the ability to deep dive into collected data from Quality monitoring and reporting feedback, We have something for you
Qualifications
Main Requirements:
Responsibilities
Key Responsibilities: