Moganambigai R Manikam

Job Summary:

As a Contact Centre Operations Lead of any of the functional structures available within the Contact Centre of the outsourced telecommunications industry, you will be responsible for overseeing the daily operations of the contact centre function/s assigned to you to ensure efficient and effective service delivery. Your role will involve managing a team of team leaders and customer service representatives, implementing strategies to improve performance, and ensuring customer satisfaction. You will work closely with Operations Manager, Senior Management and Clients to meet and exceed their expectations while maintaining operational excellence.

Primary Roles:

· Lead functional team that comprises of Team Leads and CSE/Agents in a manner to deliver the efficiency, quality and customer satisfaction targets set by the business/ clients.

· Coach, mentor and support team lead in a manner to deliver the business objective defined for the functional areas.

· Ensure Team Leads performs in accordance with their job requirement.

· Ensure Performance Appraisal, periodic performance feedback and pitstop are conducted on a timely manner for Team Leads and Agents within care.

· Extend support to other functional areas in quest of meeting the overall contact centre objectives.

· Ensure performance reports for own function includes teams and agents under own care are produced, analysed and presented with focus in managing and improving business objectives.

· Onboarding of Team Leads/ Agents are well planned in a professional and proactive manner.

· Ensure Team Leads and Agents adheres to guidelines outlined by Contact Centre Operations, Code and Conduct, Client’s requirements, Governance to Compliance requirements, HR/ Industrial Labour law, Facility requirement and any others that is applicable.

· Extend support to other functional areas that includes Hiring, Training, Quality Assurance and Employee engagement.

· Participate in the process of stakeholder management in view of providing support and assistance to internal and external teams in view of meeting business objectives.

Key Responsibilities:

1. Operations Management

· Oversee the day-to-day operations of the contact centre teams within care to ensure smooth and efficient performance.

· Develop and implement operational policies and procedures to enhance productivity and quality.

· Monitor key performance indicator (KPI) and ensure targets are met or exceeded.

· Ensure workforce planning and scheduling process is coordinated to ensure optimal staffing in tandem to volume arrival.

2. Team Leadership

· Lead, mentor and motivate team leaders and customer service executive (agents).

· Conduct regular performance evaluations, provide coaching and feedback to improve team leaders whilst ensuring similar process exists for CSE/ Agents.

· Foster a positive and collaborative work environment that encourages professional growth and development.

3. Quality Assurance

· Ensure Quality Assurance processes are well executed with much coordination and monitoring to prepare Team Leads and CSE/Agents towards delivering service inline with achieving quality standards.

· Develop and execute action plans to address areas of improvement for team leads and CSE/ Agents.

4. Customer Experience Management

· Ensure customer interactions are managed in accordance to contact centre guidelines, by meeting their needs and expectation.

· Team Leaders and CSE/Agents are to be always professional and courteous whilst looking for opportunities to meet and exceed customer needs.

· Create an environment that always fosters seamless Customer Experience and Satisfaction without compromise.

5. Performance Improvement

· Analyse operational data and reports to identify trends, issues and opportunities for improvement.

· Implement or share continuous improvement initiatives to enhance efficiency and effectiveness of Team leads/ CSE/ Agents.

· Stay updated with industry trends and best practices to ensure contact centre remain competitive from the functional, team leads and CSE/Agent’s perspective.

Job Summary:

The Contact Centre Team Leader is responsible for managing a team of customer service agents, ensuring they deliver outstanding service to customers. This role involves supervising daily operations, providing coaching and support to team members, and implementing strategies to improve performance and customer satisfaction whilst supporting the Contact Centre Operations in delivering business objective to company and clients.

Primary Roles:

· Provide leadership to Customer Service Executive assigned to the team on:

o onboarding by welcoming to the team, introducing team members, work structure, office facility, dos and don’ts, performance score card, attendance requirements and others in pursuit of making the staff comfortable at work.

o Coaching and Performance management process.

o Customer Management process.

o System and Tools guidelines.

o Schedule, leave application and claims process.

· Check on adherence of CSE- attendance, availability on the floor, not ready, break/ meal schedules, and any others.

· Provide regular feedback on productivity (call/ ticket/ transactions), Login hrs, Occupancy, Tardiness of CSE

· Ensure team huddle and engagement at regular for updates on work related matters and employee motivation.

· Plan training or refreshers to improve CSE competencies.

· Ensure staffs are connected to the company culture and has clear understanding on client’s/ customer expectation.

· Inculcate company values - ie Servicing with Heart by presenting a team environment that is embedded with Respect, Integrity, Friendliness. Unlimited knowledge sharing and growth for CSE.

Key Responsibilities:

1. Team Management

· Supervise a team of Customer Service Executive, monitor their performance and ensure adherence to company policies and procedures.

· Conduct regular one-on-one performance discussions evaluations and provide constructive feedback to support professional development of CSE.

· Develop, implement or suggest training programs to enhance team skills and knowledge.

· Foster a positive and motivating work environment that encourages teamwork and high morale.

2. Operations Monitoring

· Oversee daily operations to ensure efficient and effective handling of customer enquiries, request and complaints.

· Oversee and monitor scheduling, attendance, shift allocations, break and meal allocations to ensure adequate coverage of headcount and optimal staffing at own team.

· Monitor key performance indicators (KPIs) for own team and ensure team targets are met or exceeded.

· Handle escalated customer complaints and resolve complex issues promptly and effectively.

3. Quality Assurance

· Ensure compliance with quality standards and company policies and procedures.

· Conduct regular quality audits of customer interactions whether on remotely or side by side coaching to assess service quality and adherence of own team members.

· Provides feedback and coaching based on quality assessments or observation provided by independent Quality Assurance teams to improve individual and own team performance.

4. Customer First Culture

· Promote a customer-centric culture within the team, ensuring agents understand and prioritize customer needs.

· Develop and implement strategies within the team to enhance customer satisfaction and loyalty.

· Gather and analyse customer feedback to drive improvements in service delivery.

5. Reporting and Communications

· Prepare and present regular reports on team performance, issues and improvements to the Operation Leads.

· Maintain clear and open communication channel within the team and with other functional teams.

· Ensure team members are informed or updates, changes in policies, new launch of product/ services and other relevant information in a timely manner.

6. Performance Improvement

· Analyse own team performance data to identify trend, strengths and areas of improvement.

· Implement action plans to address performance gaps and enhance service delivery of own team.

Collaborate with Contact Centre Ops Lead or Senior Operations Manager to develop and execute continuous improvement initiati

Job Summary:

As a Contact Centre Executive / Agent, you will be the first point of contact for customers, providing exceptional customer service and support. Your primary responsibility is to handle inbound and outbound calls, CS Tickets, emails, any inquiries from a new channel introduced or Regulatory escalations (MCMC), resolving customer issues promptly and efficiently. You will play a key role in ensuring customer satisfaction and loyalty by delivering high-quality service.

Primary Roles:

· Manage customer interactions at all channels with much speed and quality.

· Ensure customer satisfaction in all interactions.

· Fluent command of language in English, Bahasa Malaysia and any native language supported.

· Assist customers to resolve queries, request or complaints.

· Quick to adapt new information or system access in view of providing quality customer service experience.

· Keeping up to promise made to customer, adherence to work schedule and meeting performance KPI.

· Delivering exceptional services by adopting our values “ Servicing with Heart” by upholding customer trust with Respect, Integrity & Friendliness.

Key Responsibilities:

1. Customer Interaction

· Handle Inbound Calls, engage in outbound calls, CS Ticket (CST), Emails, Regulators escalations or any new channel introduced in the future.

· Provide accurate information about products and services.

· Resolve customer issues and complaints promptly and professionally.

· Engage with other teams via escalation for issues dependent on other work groups for resolution.

· Record customer interactions in the CRM systems.

2. Problem Resolution

· Troubleshoot and resolve customer issues, providing effective solutions.

· Escalate complex or unresolved issues to the appropriate department, internal escalation teams or to Supervisor/ Team Leader/ Manager.

· Follow up with customers to ensure their issues have been resolved satisfactorily.

3. Service Excellence

· Maintain a high level of product knowledge, troubleshooting or internal processes to assist customers effectively.

· Ensure adherence to comply policies, procedure and quality standards.

· Strive to exceed customer expectations and achieve service targets.

4. Data Management

· Accurately enter and update customer information in the CRM database.

· Maintain detailed records of customer interactions and transactions in the CRM.

· Ability for the next CSE to obtain the information pertaining to customer’s request based on the interaction details updated.

5. Team Collaboration

· Collaborate with team members to achieve common goals and improve service delivery with much sharing and transfer of knowledge.

· Participate in team meetings, daily huddle, training sessions and briefings to stay updated on new development around product, services and policies.

· Share best practices and provide support to colleagues when needed.

6. Technology adept

· Ability to master the art of utilising CRM and relevant systems in pursuit of assisting customers with their queries on a timely manner.

· Proficient in Knowledge Base search and find in quest of assisting customer’s query effectively.

· Knowledge of various systems and tools required in support of CSE to meet customer satisfaction.

7. Continuous Improvement

· Provide feedback to Team Leads or Management on recurring customer issues and suggests improvements.

· Participate in ongoing training and development programs to enhance skills and knowledge.

· Stay informed about latest technology, products and services to improve service quality.