Contact Center Team Leader
Key Accountability
- To ensure desired customer delight by providing satisfactory response to customer interaction.
- Manage customer interactions through Inbound & out bound voice contact through his/her team for the various services.
- Evolve more effective work process for improving customer interactions.
- Constantly monitor & review performance metrics for achievement of the objectives.
- Manage resolution of billing queries / issues.
- To track & ensure closure of complaints.
- Identify relevant training needs of agents & ensure effective implementation.
- Handling all escalated calls (supervisor calls).
- Maintain discipline within the operations floor.
Skills Required
- Excellent communication skills
- Leadership qualities
- Problem solving skills
- Time Management skills
Requirements
- 3-5 years' experience in the field of customer service (call center exposure is a must).
- The incumbent should be in the age group of 25-35 years.
Aegis Services Lanka (Pvt) Ltd. No: 135, Union Place, Colombo - 02
Please click on the APPLY button to send your CV via cv@jobspola.lk