Team Leader, Non Voice Team-5
5 months ago
**About UOB**:
United Overseas Bank Limited (UOB) is a leading bank in Asia with a global network of more than 500 branches and offices in 19 countries and territories in Asia Pacific, Europe and North America. In Asia, we operate through our head office in Singapore and banking subsidiaries in China, Indonesia, Malaysia and Thailand, as well as branches and offices. Our history spans more than 80 years. Over this time, we have been guided by our values - Honorable, Enterprising, United and Committed. This means we always strive to do what is right, build for the future, work as one team and pursue long-term success. It is how we work, consistently, be it towards the company, our colleagues or our customers.
**Responsibilities**:
- Continuously monitor the traffic & highlight discrepancies and take actions on spot if needed to ensure that service levels are met
- Monitor day to day operations of non-voice channels to make sure that all operational KPIs both quality and quantity are met
- Take ownership on customer inquiries by investigating and following up with related departments such as IT, Business Banking until the case is closed
- Provide constructive feedback - Coach, mentor, motivate and evaluate the performance of both individual agents under supervision and the team on a regular basis
- Support and work together both Voice and Non-Voice to ensure and achieve established department goals
- Support Department’s activities and any project assignments
**Job Requirements**:
- Bachelor’s degree or higher in Business Administration or any related field
- Good command of English skill and Computer Literacy.
- Problem solving ability to constructively handle unexpected problems.
- Leadership skill; ability to delegate, inspire and communicate effectively with the team
- Able to work on 24/7 shifts rotation
- Be Able to work under pressure and Service oriented
- Prior experience in voice contact center in banks or other financial institutions.
- Overall work experience of 5-10 years in contact center industry preferred.
- Interest in Digital Banking and Customer by evidencing prior customer service experience in a customer facing role.
**หมายเหตุ**:ธนาคารมีความจำเป็นจะต้องดำเนินตรวจสอบและเก็บข้อมูลประวัติอาชญากรรมของผู้สมัครในตำแหน่งงานนี้เพื่อตรวจสอบคุณสมบัติหรือลักษณะต้องห้ามตามนโยบายของธนาคาร
**Be a part of UOB Family**:
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