Career Occupation
Contact Center Team Leader
Banking
27 Skills Needed(Click here to Know more about your Job Readiness Score)
To ensure that the Call Centre supports the Business to achieve its set goals and objectives to achieve market leadership in customer service. Receive customer complaints, record it and take all reasonable steps to resolve the complaint in the eyes of our customers. Manage the day-to-day activities of the Call Centre with a responsibility for ensuring total satisfaction of the Customers and support to branches in their customer service initiatives. Coordinate, and manage activities of the call center to ensure that agreed SLA is being accomplished for different customer segments. Compile a monthly report on Call Centre key performance measures for review Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers. Assists the manager with daily operation of the call center to include the development, analyses and implementation of staffing, training, telemarketing, scheduling and reward/recognition programs.assist the Inbound Manager to monitor Call Centre budgets for key items including staff costs, overtime, telephone costs, space rental and others as required to ensure that they remain within the limits agreed.
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