Team Leader - Contact Centre (eMPF program)

<p>Responsibilities:</p><ul><li><p>Provide daily direction and communication to ensure a team of staff so that Customer Service Calls/Emails/Chats are answered in a timely, efficient and knowledgeable manner.</p></li><li><p>Provide communication and follow up to ensure a team of staff are fully informed of all new information related to products, procedures, guest needs and company related issues, changes or actions.</p></li><li><p>Responsible for driving goals for individuals and contact center results, identify and act on both positive and negative performance trends to ensure attainment of revenue goals and performance targets.</p></li><li><p>Provide continual evaluation of processes, procedures and responsible for suggesting methods to improve area operations, efficiency and service to both internal and external guest/client.</p></li><li><p>Provide performance feedback and coaching on a regular basis to each team member.</p></li><li><p>Prepare daily/weekly/monthly operation reports</p></li><li><p>Prepare roster schedule to meet operations needs</p></li></ul><p></p><p>Requirements:</p><ul><li><p>Form 5 graduate or above with a minimum of 3 years’ relevant working experience in contact center</p></li><li><p>Strong leadership skills with ability to drive performance management.</p></li><li><p>Ability to maintain the highest level of confidentiality, follow directions and apply proper policies, procedures and guidelines</p></li><li><p>Good command of spoken English, Cantonese and Mandarin, and written English and Traditional Chinese</p></li><li><p>Ability to meet or exceed business goals and objectives, while fostering a team atmosphere.</p></li><li><p>Ability to prioritize and manage multiple responsibilities and projects in a fast paced environment</p></li><li><p>Knowledge of MS word , Excel and PowerPoint will be an advantage</p></li></ul><p><br></p>