Call Centre Team Leader

LOCATION: TAMAN KOTA SYAHBANDAR, MELAKA
JOB RESPONSIBILITIES
Oversee Support Group Personnel responsible for Training, Quality, Emails, Regulatory Complaints, Real-Time Floor Management, and Network Team to enhance customer experience.
Ensure smooth operation of all Call Centre components, emphasizing security control for consistent high-quality customer service.
Educate, coach, and manage Customer Service Executives to align with departmental objectives.
Support Cust Care management with accurate and timely reporting on key performance indicators.
Minimize system downtime and plan daily service delivery levels.
Manage irate customers professionally and handle unexpected call/case volumes.
Ensure compliance with documented procedures and implement cost-saving initiatives.
Address challenges and conduct weekly/monthly meetings, taking necessary actions.
Plan and strategize Cust Care Operations Support Unit deliverables based on targets.
Perform data anal...