Team Manager – Maxis Communications
Role Summary
The Team Manager - Consumer Contact Centre is responsible for leading and motivating a team of customer service representatives to deliver exceptional experiences. This role impacts customer satisfaction and team performance within a dynamic contact centre environment.
Job Description
As a Team Manager in the Consumer Contact Centre, you will oversee daily operations and ensure your team meets performance targets while providing outstanding service to customers. You will collaborate with various departments to enhance customer journeys and drive continuous improvement.
Key Responsibilities:
- Lead and motivate a team of customer service representatives.
- Monitor team performance against KPIs and provide feedback.
- Conduct performance reviews and manage team development.
- Handle escalated customer inquiries and resolve issues.
- Collaborate with other departments to improve customer experiences.
- Analyze data to identify areas for improvement.
- Manage team schedules and ensure adequate coverage.
Job Requirements
Bachelor's degree in Business Administration, Communications, or a related field.
Minimum of 3-5 years of experience in a customer service environment.
At least 1-2 years in a supervisory or team lead role.
Proven ability to lead and motivate a team.
Excellent communication and interpersonal skills.
Quick Info
Company
Maxis Communications
Location
Selangor
Salary
Undisclosed
Skills Required
7 skills
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Required Skills
Leadership
Customer Service
Data Analysis
Problem Solving
Communication
Team Management
Performance Monitoring
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