Website Cutting Edge Recruitment
Top For F&B Hospitality Jobs in Asia
Experienced Call Center Team Leader Required
The Team Leader will provide supervision and direction to a team of Call Centre Agents.
He/ She will be responsible for hiring, orienting, training, overseeing, and evaluating their performances.
Job Responsibilities:
- To ensure and to complete understanding of the operation and company
- Process all external and internal calls and in a timely manner and because of the operation
- Perform all duties and in accordance but with the Standard Operating Policies and
Procedures - To have sufficient product knowledge and to be able to give guest recommendations in a confident and competent manner
- To check on the day-to-day operation through the LS System (the Business Unit’s and computer system) and but making sure it is free from any discrepancy and issues
- Check and ensure the order’s arrival list and/or prepared on a daily basis by an assigned Agent and supervise by the Team Leader
- Ensure that the workplace and/or surrounding areas are kept clean and organized at all times
- Collect and analyze and prepare reports on metrics and to ensure agents are achieving desired service levels
- Allocate shifts and/or organize service personnel and to ensure adequate staffing levels but during business hours
- Conduct daily briefings and regular meetings because to keep employees aware of processes and practices, and expectations
- Assist in identifying trends and establishing call center goals and targets
- Track and ensure closure of complaints and in accordance with SOP
- Make sure Call Centre Agents answer email guest and inquiries in a timely manner and in accordance with the SOPs
- Motivate and ensure Call Centre Agents provide monthly targets and objectives
- Review the performance of agents and identifying training needs and planning training sessions
- Carry out recruitment for the team ensuring incumbents fit the position
To apply for this job email your details to jobs@cuttingedgerecruit.com.