Details

Salary and Benefits

Salary not specified
Salary & Benefits
• Salary based on qualifications and experience
• 30 Days Paid Annual Leave
• Medical Insurance
• Meal while on duty

Job Description

General Requirements
• GCE A’ Level
• Minimum 2 years work in a Contact Centre or any field related to Customer Service
• Proficiency in MS Office
• Knowledge of performance evaluation and customer service metrics
• Ability to multitask, set priorities and manage time effectively
• Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills.
• Strong coaching and leadership skills, and ability to motivate a team
• Decisiveness and attention to detail
• Proven ability to take initiative and work independently with minimum supervision

Job Specification
• Maintain professionalism and consistent high standards of care
• Responsible for overseeing the day-to-day management of the Contact Centre under the guidance of the Head of the Department (HOD)
• Responsible for making duty schedules and ensure effective operation of the Contact Center including management of emails and instant messages
• Work with Contact Centre staff to achieve the established Contact Centre performance expectations, identify and address opportunities for improvement
• Contribute to staff development through appropriate trainings and monitoring feedback received
• Handle escalated enquiries from Executives as well as feedback received by the Contact Centre
• Monitors the Key Performance Indicators of the department as well as individuals and prepare reports for the HOD on indicators
• Responsible for driving the increase of conversion of leads to appointments
• Assist the HOD in running the department by ensuring timely dissemination of information.
• Ensure that the Guest confidentiality is maintained at all times
• Ensure that the TTH service standards are maintained at all times and provide coaching/mentoring to staff to achieve this
• Ensure that a positive work environment is established within the team and inform HOD on any concerns that need to be addressed
• Ensure to deliver analysis and reports to HOD on a timely manner with efficiency
• Ensure to provide feedback on staff performance on a monthly basis
• Ensure to achieve and to keep the log of works in a systematic and easily accessible manner.
• Work with the team and HOD in fine-tuning the SOPs and policies related to the Contact Center and contribute to the improvement of operations

Requirements and Qualifications

Minimum Experience

1 Year

Minimum Qualification

Advanced Level (ALevel) / Advance Certificate

Documents to Submit

Documents

• 1. National Identity Card or Passport
• 2. Recent Passport Size Photograph
• 3. Updated CV
• 4. Relevant Educational Certificates (Attested from law firm’s/ government offices)
• 5. Recent Police Report (For Maldivians Only)
• 6. Referenc

Other Information

Industries

• Hospitals and other health activities

Occupations

• Customer Service Team Leader

Employment Type

• Full-Time