OK to Continue
Yes No Thanks
OK to Continue
Job Seeker Reactivate Your Account
Thank you, this account has been Deactivated.
Do you want to Reactivate your account?
No
Yes

Team Leader - Social Channel Team

KBZ Bank
Mingalartaungnyunt | Yangon
Verified This job has been verified by the company as a real job vacancy.
6 days ago
Recruiter active 12 hours ago The recruiter at this company was last active reviewing applications.
Yangon
Verified
Recruiter active 12 hours ago The recruiter at this company was last active reviewing applications.
APPLY HERE
Company Profile Jobs From this Company 163
Sorry, Unable to Apply
x
55%
Please Upload CV Attachment, or update your JobNet Profile to at least 55% of completion.
Upload CV
Update Profile

Team Leader - Social Channel Team

KBZ Bank
Yangon
APPLY HERE

Team Leader - Social Channel Team

KBZ Bank
Recruiter active 12 hours ago The recruiter at this company was last active reviewing applications.
Myanmar - Yangon
Verified This job has been verified by the company as a real job vacancy.
Mingalartaungnyunt | Yangon
6 days ago
Verified This job has been verified by the company as a real job vacancy.
Recruiter active 12 hours ago The recruiter at this company was last active reviewing applications.
APPLY HERE

Experience level

Manager

Job Function

Customer Service, Support

Job Industry

Banking/ Insurance/ Microfinance

Min Education Level

Bachelor Degree

Job Type

Full Time

Job Description

A Big Opportunity for ...

  • Social channel - Contact centre KPI such as Frist response SLA, Avg. first response, Avg resolution, Abundance, productivity and Repeat Calls etc.
  • Responsible for social channel - contact center operation team Quality improvement opportunities.
  • Flexible to work on-shift assignments if required.
  • Analysis of Customer Satisfaction vs. Dissatisfaction.
  • Create an inspiring team environment with an open communication culture.
  • Set clear team goals and make sure team all achieve the monthly set KPI.
  • Delegate tasks and set deadlines.
  • Oversee day-to-day operation.
  • Monitor team performance and report on metrics.
  • Motivate team members.
  • Discover training needs and provide coaching.
  • Agents level Monitoring and site by site feedback.
  • Listen to team members’ feedback and resolve any issues or conflicts.
  • Recognize high performance and reward accomplishment.
  • Encourage creativity and risk-taking.
  • Suggest and organise team building activities Do weekly Calibration with training team for better call quality management.
  • Conduct call listening join sessions for overall call handling skill improvement.
  • Show improvement in AHT and reduction in repeat.
  • Support social channel - contact center operation team Quality improvement opportunities.
  • Share Monthly performance improvement report and do assessment with Managers.
  • Publish CSO wise Quality score.(Min 15 calls each CSO)

Open To

Male/Female

Job Requirements

  • Possess at least a Bachelor Degree or Post Graduate Diploma.
  • Proven work experience as a team leader or supervisor.
  • In-depth knowledge of performance metrics.
  • Good PC skills, especially MS Excel.
  • Excellent communication and leadership skills.
  • Organizational and time-management skills.
  • At least 2 year(s) of working experience and managing a team in the related field is requirequiredthis position.
  • Well knowledge or experience in social/ Omni channel platform would be an major advantage.
  • Experience working in contact centre of banking / financial services would be an added advantage.

What We Can Offer

Benefits

Quarterly bonus
Uniform
Ferry Provide

Highlights

International Standard

Career Opportunities

Management Potential
Apply Here

Apply for this job

OR
More jobs from this employer

Experience level

Manager

Job Function

Customer Service, Support

Job Industry

Banking/ Insurance/ Microfinance

Min Education Level

Bachelor Degree

Job Type

Full Time

More Similar Jobs

See More Jobs

Share with a Friend