Customer Service Executive/Team Manager - Contact Centre

Responsibilities:

Lead a team of Customer Service Executives to deliver world class 24 hour one-stop customer service and excellent levels of individual/ team performance and customer satisfaction
Manage day-to-day frontline activities, prioritise and make risk/ impact assessments within existing processes and procedures towards achieving SLAs
Disseminate timely information to team members to ensure accurate and updated policy and information is conveyed to customers
Handle escalated calls and resolve customer requests/ complaints in an efficient and timely manner within Service Level Agreement
Monitor Customer Service Executives' adherence, punctuality and overall discipline
Conduct daily huddles and ad hoc briefings
Accountable for meeting customer service standards and assigned service and sales targets for individual CSE and self
Perform service reviews on CSEs to ensure quality, efficiency and compliance.
Motivate, coach and develop CSEs to ensure they deliver the expected Key Performance Indicators (KPIs).
Identify knowledge gaps/ training needs through day to day team operations and observations
Monitor and walk the floor to ensure resources are optimised at all times and daily service targets are met
Support and continuously review and improve work processes so as to enhance customer's experience and highlight operational risks and areas for improvement
Work with the management team to identify and deliver positive change and business efficiencies
Ensure compliance with Group Policy and Standards, local laws and regulations and controls and procedures of the Bank.
Support ad-hoc projects as assigned

Qualifications
Requirements:

Minimum 2 years of relevant experience in a managerial or leadership role preferably in a Contact Centre or customer service environment with proven track record
Excellent leadership and communication skills
Strong team player in a highly dynamic and stressful environment
Strong coaching and people-development skills through call review, quality feedback, etc.
Ability to understand and identify appropriate solutions for customers and escalations
Energetic and motivating individual
Good analytical and presentation skills
Familiar with Contact Centre operating systems
Technical savvy and has proficient in Microsoft Office
Knowledge of browsers/ Internet Banking
Able to multi-task and take on assigned projects

Job ID 230000II

ABOUT COMPANY

OCBC Bank

Singapore

Retail Banking

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