Team Manager

7 months ago


กรงเทพมหานคร, Thailand Agensi Pekerjaan Job Expert Sdn Bhd Full time

**Responsibilities**:

- ** Team Management**: Supervise and lead a team of call center agents, providing guidance, coaching, and support to ensure team performance and productivity.
- ** Performance Monitoring**: Monitor the performance of team members, including call handling metrics such as average handle time, first call resolution, and adherence to scripts or procedures.
- ** Training and Development**: Conduct training sessions for new hires and ongoing training for existing team members to enhance their skills and knowledge in customer service techniques, product knowledge, and call center procedures.
- ** Quality Assurance**: Ensure quality standards are met by reviewing call recordings, conducting call evaluations, and providing feedback to agents to improve performance and customer satisfaction.
- ** Workflow Management**: Manage the workflow within the team, assigning tasks, handling escalations, and prioritizing work to meet service level agreements (SLAs) and customer expectations.
- ** Reporting and Analysis**: Generate reports on team performance metrics, analyze trends, identify areas for improvement, and implement strategies to optimize team performance and efficiency.
- ** Customer Escalations**: Handle escalated customer issues or complaints that cannot be resolved by agents, providing resolution and ensuring customer satisfaction.
- ** Team Communication**: Facilitate effective communication within the team, conducting regular team meetings, sharing updates, and fostering a positive and collaborative work environment.
- ** Process Improvement**: Identify opportunities for process improvement and efficiency gains within the call center operations, implementing best practices and innovative solutions to enhance customer service delivery.
- ** Stakeholder Liaison**: Serve as a point of contact between the call center team and other departments or stakeholders, collaborating with other teams to address cross-functional issues and improve overall customer experience.


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