Contact Centre Team Lead (Executive)

Job Description

A top brand Isle of Man eGaming licence holder with a rich history and excellent infrastructure is seeking a mandarin speaking Contact Centre Team Leader.

Duties include:
Supervision and monitoring of a Customer Service Team
Ensure service performance through the measurement and development of service levels, productivity and quality of communication
Ensure that standard operating policies and procedures are followed
Work in compliance with regulations at all times
Co-operating with other team leaders and manager in overlooking escalations and customer complaints
Coordinate regular communication with other departments/operations, feedback customer feedback to promotion campaigns owner and relevant business departments.
Shift planning and coordination of staff leave and holidays
Hold appraisal meetings, including quality monitoring and motivation session to inspire subordinates
Hold regular team briefings/meetings to find out issues faced by subordinates and ensure solving them
Have a short team briefing at the start of each shift
Back up New Starter training
Review Agent surveys
Motivate team to add value to the business by upselling and cross selling
Source Agents to contribute by doing OT if required
Any other ad-hoc tasks from time to time

Skills and experience required:
Possess minimal SPM, STPM, Diploma or degree, in any field.
Prior or current experience as a Team Leader, with at least 3 years proven experience
A proven ability to address performance issues with team and individuals
Proficiency in MS Office applications
Must be able to converse, read and communicate in Mandarin (pinyin)
Highly customer and quality focused with an attention to details
Ability to build and develop a strong collaborative team environment
Be able to think strategically and rationally to provide effective solutions to subordinates and complex customers’ problems
Coaching and managing a team to meet KPI’s target
The ability to drive team engagement, team building and lead by example
Good communication and interpersonal skills with the ability to work effectively with the cross-functional stakeholders at all levels of the organisation
Willing to work on shift rotation (5 days/week) including night shift, weekends and public holidays