Customer Care Team Leader

Job Description: 

• Communicate clear instructions and expectations to agents.
• Check the CC attendance and login time abnormality and report to direct supervisor
• Manage and maintain the attendance schedule to ensure adequate staffing levels, avoid workload imbalances, and maintain key performance indicators (KPIs)
• Oversee the day-to-day activities of the team, ensuring all tasks are completed efficiently and effectively
• Monitor team performance, track metrics, and provide regular reports to management
• Implement regular check-ins with agents to assess performance, provide feedback, and address any issues or misconduct promptly
• Motivate and inspire the team to achieve organizational goals and meet targets
• Develop and implement timelines and strategies to meet team targets and objectives
• Ensure all agent activities and interactions are accurately recorded in the Management Information System (MIS)
• Manage and approve staff requests for annual leave and sick leave, ensuring minimal disruption to operations
• Keep staff MIS information up-to-date on a day-to-day basis
• Provide daily activity reports to the line manager, highlighting key achievements, challenges, and any areas of concern
• Ensure all relevant comments and updates, are added to the MIS system for transparency and record-keeping
• Perform any other duties or tasks assigned by the direct supervisor as needed to support team and organizational objectives

• Job Requirements:
• Education: A Bachelor's degree is required and a Master's degree is preferred.
• Experience: 1  year of working experience as Call Center Representative position is preferred.
• Languages: Proficiency in both national languages and English language is an advantage
• Excellent communication and interpersonal skills, with the ability to build strong relationships at all levels.
• Attention to detail and ability to work under pressure in a fast-paced environment
• Results-oriented mindset, with a focus on driving performance and achieving business goals
• Self-motivated, Quick learner with a positive attitude.
• Ability to handle confidential information with discretion
• Experience in recruitment or employee relations
• Cooperative and team-working skills
• Being flexible regarding working hours.
• Disciplined, honest, professional, and hard worker.

Please Note that:

• HPL commits to a fair and transparent recruitment procedure.
• HPL will conduct its recruitment based on need only.
• Applications received after the closing date will not be considered.
• Only the HR department will contact you during the recruitment process.
• Only short-listed candidates whose application responds to the criteria will be contacted & local applicants from the same province are encouraged to apply and will be given priority.
• HPL is not responsible for any job announcements made on other websites or social media platforms. Only information shared through official channels will be considered valid.
• HPL does not charge any fees at any stage of the recruitment process. Applying for a vacancy is completely free of charge.