Team Lead, Global Contact Centre

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What you'll be doing:

Supports the Manager, Global Contact Centre with overall tasks and responsibilities to ensure operations are handled seamlessly, overseeing the team, set KPI’s and ensuring a timely SLA delivery along with maintaining high level of employee and customer satisfaction, managing performances and team development.

Some of the responsibilities are:

• Overseeing daily operations, including monitoring and reporting metrics such as productivity, response speed and any metric which affect the quality of the service.
• Drive service excellence through the team by ensuring consistent customer service is delivered at all times.
• Oversee, analyze and review team’s reports and statistics on a regular basis.
• Provide performance monitoring of KPIs, identify trends and issues in Service quality.
• Conduct weekly, monthly and quarterly performance reviews with the team and internal stakeholders.
• Work cross-functionally with stakeholder to analyze on root causes, discuss, formulate and initiate action plans to improve and achieve customer satisfaction/process improvement.
• Timely communicate, identifying risks and opportunities in processes and policy, ensuring that all stakeholders are aware and understand the impact on day-to-day operations.
• Support the issues relating to systems & reporting.
• Conduct process update/improvement projects and workshops.
• Perform side-by-side coaching activities by listening to customer calls, providing immediate feedback on critical issues and coaching the associate as part of overall performance and development plan.
• Coordinate the teams to conduct ad-hoc pieces of training, re-training and/or replacement requests for underperforming staff.
• Forecast manpower requirements and ensure contact center resources are used efficiently.

About You:

• Minimum 5 years related working experience in Contact Center, specializing in hotel reservation / OTA / airlines / service related industry.
• Minimum Diploma with at least 2-3 years accumulated service-related experience, preferably with experience in a Team Lead role.
• Preferably excellent soft skills and good command of written, spoken in English. (Able to speak Mandarin is an advantage)
• Proficient with reservation system, Contact Centre telephony & CRM system.
• MUST have strong verbal and written communication skills.
• Strong PC skills and familiar with Microsoft Office.
• Ability to work under pressure and constant changing dynamics.
• Ability to motivate the team to adapt to constant changes.
• Good planning, organizing and problem-solving skills.
• Able to encourage, motivate and provide recognition.
• Overall should be a good team player with willingness to learn and drive to achieve.
• Ability to drive Continuous Improvement in processes.
• People Management Skills to coach, counsel, influence, motivate and develop staff.
• Should be willing to work in shifts along with the team in customer business time.