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Team Leader - Social Channel (Call Canter)

(Call Center)

KBZ Bank
Yankin | Yangon
Verified This job has been verified by the company as a real job vacancy.
1 day ago
Recruiter active 2 hours ago The recruiter at this company was last active reviewing applications.
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Team Leader - Social Channel (Call Canter)
KBZ Bank, Yankin | Yangon

Team Leader - Social Channel (Call Canter)

KBZ Bank

Team Leader - Social Channel (Call Canter)

(Call Center)

KBZ Bank
Recruiter active 2 hours ago The recruiter at this company was last active reviewing applications.
Myanmar - Yangon
Verified This job has been verified by the company as a real job vacancy.

Experience level

Experienced Non-Manager

Job Function

Customer Service, Support

Job Industry

Banking/ Insurance/ Microfinance

Min Education Level

Bachelor Degree

Job Type

Full Time

Job Description

An Excellent Opportunity for ...

A Team Leader, often known as a supervisor or a Team Manager, is responsible for managing a team of advisors. ... The Team Leader's responsibilities are to ensure individual advisors are performing against targets, while reviewing their performance and coaching them to do so.

  • Social channel - Contact centre KPI such as Frist response SLA, Avg. first response, Avg resolution, Abundance, productivity and Repeat Calls etc. 
  • Responsible for social channel - contact center operation team Quality improvement opportunities.
  • Flexible to work on-shift assignments if required.Analysis of Customer Satisfaction vs. Dissatisfaction. 
  • Create an inspiring team environment with an open communication culture.
  • Set clear team goals and make sure team all achieve the monthly set KPI.
  • Delegate tasks and set deadlines.
  • Oversee day-to-day operation.
  • Monitor team performance and report on metrics.
  • Motivate team members.
  • Discover training needs and provide coaching.
  • Agents level Monitoring and site by site feedback.
  • Listen to team members’ feedback and resolve any issues or conflicts.
  • Recognize high performance and reward accomplishment.
  • Encourage creativity and risk-taking.
  • Suggest and organise team building activities Do weekly Calibration with training       team for better call quality management.
  • Conduct call listening join sessions for overall call handling skill improvement.
  • Show improvement in AHT and reduction in repeat.
  • Support social channel - contact center operation team Quality improvement opportunities.
  • Share Monthly performance improvement report and do assessment with Managers.
  • Publish CSO wise Quality score.(Min 15 calls each CSO)

Open To

Male/Female

Job Requirements

  • Possess at least a Bachelor's Degree or Post Graduate Diploma.
  • Proven work experience as a team leader or supervisor.
  • In-depth knowledge of performance metrics.
  • Good PC skills, especially MS Excel.
  • Excellent communication and leadership skills.
  • Organizational and time-management skills.
  • At least 2 year(s) of working experience and managing a team in the related field is required for this position. 
  • Well knowledge or experience in social/ Omni channel platform would be an major advantage.
  • Experience working in contact centre of banking / financial services would be an added advantage.

 

 

What We Can Offer

Benefits

Quarterly Bonus
Ferry (YGN area)
Uniform
Health Care SupportOff

Highlights

International Standards
Leading Bank in Myanmar

Career Opportunities

Learn new skills on job.