Team Leader (Resolution)

Job Description

1. To ensure operational tasks given to assigned Resolution Agents that include Outbound calls or follow-up (Dashboard), Abandon calling, Voicemail, Live Chat and CSI Low Rating from customers well managed according to SLA as well as escalating issues to Air Selangor Region and perform call back Managers.
2. Manage implementation and enhancement of process flow according to the standard procedure by Quality Assurance from both stakeholders (the Company and vendor) from time to time by using Transaction Monitoring Summary (TMS).
3. Coordinate and facilitate communication from top-level management to team members in regard to ensure smoothness in operational daily tasks and direction to a monthly target.
4. Plan and implement comprehensive performance management by monitoring Resolution Agents daily, weekly, and monthly.
5. Segregate routine tasks to assigned Resolution Agents and ensure daily performance reports must be completed within a timeframe before sending out to the Company.
6. Manage critical/urgent/special/repeated cases and highlight to the Operation Manager and the Company’s Operation team.
7. Any other relevant task that deemed required to ensure the best quality of service.

Minimum Experience (Year)

• 3 or 5 years

Qualification

• Diploma and 3 years relevant experience in customer contact centre;

OR

• SPM and 5 years relevant experience in customer contact centre