Line Manager
OCBC Bank
Kuala Lumpur, Malaysia
19 hari yang lepas

A. People Management

  • Frontline staff - frontline team servicing inbound calls.
  • Lead teams to ensure that the highest level of customer service is maintained
  • Manage teams’ performance to deliver timely, quality service to both internal and external customers according to set KPIs
  • Handle escalated calls from Team Managers when necessary
  • Actively involve in recruitment process when need arises
  • Liaise with Training team to identify training and coaching needs to ensure consistency of quality service
  • Work with Workforce Management team in maximizing resources for efficiency
  • B. Operations Management

  • Oversees daily frontline operations and ensure department meets KPIs set for Performance, Quality, Compliance and Risk Management
  • Work closely with Process team and Team Managers for continuous process improvements through observations, feedback and call care.
  • Plan and make necessary arrangement to support all marketing and operation campaigns
  • Ad-hoc project management
  • C. Operational Risk Compliance

  • Ensure team operates within the procedure & policies set by the Bank
  • Ensure operations risk and audit compliance by the team
  • INTERNAL & EXTERNAL)

    Regular Contacts Nature Contacts

    Customer Assurance Customer Satisfaction issues

    Service Recovery Team Customer Satisfaction issues

    Process Team For process improvements / suggestions / feedback

    Human Resource Liaise on matters involving staff matters

    Backend Support Units and Liaise with them on all investigations and requests for customers

    Branch Banking Customer Satisfaction issues

    Experience :

    1. Good Degree with minimum 5 years’ of Contact Centre experience in a managerial or leadership role with proven track record

    Knowledge :

    1. Use of Contact Centre specific equipment

    2. Know basic banking laws and practices.

    3. Knowledge of Avaya Interaction Centre is a plus.

    Skills :

    1. Good leadership qualities

    2. A catalyst to facilitate the change process

    3. Analytical

    4. Excellent communication and interpersonal skills

    5. High level of drive, initiative and self-motivation to work independently as well as in a team

    6. Possess Project Management Skills

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