Team Lead, Member Services, Email – US
|Location||Kuala Lumpur, Malaysia|
Responsible for managing the US Member Services team (email and chat) effectively and ensuring optimum service to members are delivered.
Monitor daily workload and activities of staff scheduling, coaching and training to develop an effective team with strong customer focus.
Manage issues escalated by internal/external partners or members.
Monitor execution of forecasted call volume vs workforce resource management.
Provide key support for US Member Services team from Malaysia.
Operational call tasks management.
Member Services scripts/letters/FAQs/SOPs.
Member Services training – new hires.
Complaint Management (RCA).
Essential duties & responsibilities
Essential duties and responsibilities include the following (other duties may be assigned):
Plan and implement work schedules for the team to ensure smooth operations. Monitor team’s schedule adherence.
Perform inbound/outbound calls periodically to be in touch with call handling in order to guide team effectively.
Train and coach team members to improve performance via quality call scoring and call coaching.
Disseminate information to team members to ensure accurate and updated information is conveyed to members.
Conduct daily huddles, briefing sessions and identify knowledge gaps/training needs.
Resolve escalated complaints, perform investigation, recovery and root cause analysis.
Prepare team performance reports and productivity reports.
Monitor Member Services inbound email performance to achieve SLA.
Prepare Member Services monthly call status reports for management.
Continuously review work processes, identify and resolve process gaps for team.
Communicate with other departments and members to resolve operational issues.
Conduct nesting for new hires post NHT.
Any additional or ad-hoc call task as assigned by the management.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
Education & experience
Degree in related field or equivalent combination of education and experience related to role.
Minimum 5 years’ relevant working experience, with at least 2 years’ team lead experience in a contact center or BPO, especially supporting US-based Contact Center; proven track record in leading and motivating high-performance team.
Experience and interest in developing chat, sales driving initiatives and activities in Contact Center/Member Services.
A strong understanding of end-to-end operations is required, including contact centers, outlet management, contact center tools and service delivery, in addition to strategic operational leadership.
Hands-on experience in service quality and training/audit is a plus.
Excellent leadership qualities with the ability to build high-performance team, build great working relationships and proven conflict resolution capabilities.
Self-motivated individual with integrity and ability to drive team to achieve targets, and in possession of good organizational skills.
Personal attributes – pleasant personality, a positive attitude towards customer and employee relationship.
ADDITIONAL CODE OF CONDUCT COMPETENCIES
To perform the job successfully, this individual should demonstrate the following competencies:
Attitude – Demonstrate a positive “can do” attitude; show motivation; must be goal oriented and a self-starter; be “solution-minded” rather than “problem-minded”.
Work Ethics – Must be dedicated, responsible, hard-working, and a team player.
Oral Communication – Able to speak clearly with customers and employees in all situations; listen and get clarification; respond well to questions; demonstrate positive response to others.
Written Communication – Able to write clearly and informatively; edit work for spelling and grammar errors; vary writing style to meet needs; able to read and interpret written information.
Professionalism – Approach others in a tactful manner; react well under pressure; treat others with respect and consideration, regardless of their status or position; accept responsibility for own actions; follow through on commitments.
Safety and Security – Observe safety and security procedures; determine appropriate action beyond guidelines; report potentially unsafe conditions; use equipment and materials properly.
Attendance, Punctuality, Dependability – Be consistently at work and on time; ensure work responsibilities are covered when absent; arrive at meetings and appointments on time, follow instructions, respond to management direction; take responsibility for own actions; keep commitments; commit to long hours of work when necessary to reach goals.
For interested and qualified applicants, please submit your CV with a cover letter by clicking on the APPLY FOR THIS POSITION button. Please indicate clearly the position being applied for in the email. We will contact shortlisted applicants in due time. Thank you in advance for your time and interest.