Team Leader - Social Channel Team

KBZ Bank

မင်္ဂလာတောင်ညွှန့် | ရန်ကုန်တိုင်း

ရန်ကုန်တိုင်း

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Team Leader - Social Channel Team

Team Leader - Social Channel Team

KBZ Bank

ရန်ကုန်တိုင်း

APPLY HERE

Team Leader - Social Channel Team

KBZ Bank

Myanmar - ရန်ကုန်တိုင်း

မင်္ဂလာတောင်ညွှန့် | ရန်ကုန်တိုင်း

6 days ago

APPLY HERE

လုပ္သက္အဆင့္

Manager

အလုပ္အမ်ိဳးအစား

Customer Service, Support

Job Industry

ဘဏ်လုပ်ငန်း/အာမခံလုပ်ငန်း/အသေးစားချေးငွေလုပ်ငန်း

အနိမ့္ဆံုး ပညာအရည္အခ်င္း

Bachelor Degree

Job Type

Full Time

လုပ္ေဆာင္ရမည့္တာ၀န္မ်ား

A Good 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

လိုအပ္ေသာအရည္အခ်င္း

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.