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Team Leader - Inbound Call Center (Naypyitaw)

KBZ Bank

Team Leader - Inbound Call Center (Naypyitaw)

1 Post
KBZ Bank
1 Post
Verified
Zabuthiri | NayPyiTaw
Full Time
Recruiter active 1 day ago The recruiter at this company was last active reviewing applications.

Experience level

Experienced

Job Function

Customer Service, Support
Job DescriptionPosted: 02 May 2024

A Team Leader, often known as a supervisor or a Team Manager, is responsible for managing a team of advisors. The Team Leader's responsibilities are to ensure individual advisors are performing against targets, while reviewing their performance and coaching them to do so
Job Description

  • Flexible to work on-shift assignments if required.
  • Analysis of Customer satisfaction and dissatisfaction. 
  • Create an inspiring team environment with an open communication culture.
  • Set clear team goals.
  • Delegate tasks and set deadlines.
  • Oversee day-to-day operation.
  • Monitor team performance and report on metrics.
  • Motivate team members.
  • Discover training needs and provide coaching.
  • Agents level Monitoring and site by site feedback.
  • Listen to team members’ feedback and resolve any issues or conflicts.
  • Recognize high performance and reward accomplishment.
  • Encourage creativity and risk-taking.
  • Suggest and organise team building activities.
  • Do weekly Calibration with training team for better call quality management.
  • Conduct call listening join sessions for overall call handling skill improvement.
  • Show improvement in AHT and reduction in repeat.
  • Support contact center operation team Quality improvement opportunities.
  • Share Monthly performance improvement report and do assessment with Managers.
  • Publish CSO wise Quality score.(Min 15 calls each)

Open To :

New graduates
Male/Female

Job Requirements

Job Requirements 

  • Any Degree holder
  • Proficient in relevant computer applications
  • Knowledge of customer service principles and practices
  • Knowledge of banking product
  • Proven work experience as a team leader or supervisor
  • In-depth knowledge of performance metrics
  • Good PC skills, especially MS Excel
  • Excellent communication and leadership skills
  • Organizational and time-management skills
  • Decision-making skills

What We Can Offer

Benefits

Quartely Bonus
Uniform
Ferry

Highlights

International Standard

Career Opportunities

Training Provided

About Our Company

KBZ Bank: A new generation of banking

For over two decades, KBZ Bank has been part of Myanmar’s growth story, working tirelessly to strengthen communities and institutions for the long term and to improve the quality of life for all. As Myanmar’s largest privately-owned bank, we represent more than 40 percent of both retail and commercial banking in the country, driving the success of the nation’s entrepreneurs, businesses, and communities. We safeguard the assets of over 1 million business customers across the country, providing support, guidance, and critical access to finance. Today, KBZ Bank is helping to fast-track Myanmar’s development in the digital age, embracing next-generation banking while pioneering new ways of financial inclusion.

We have seized the advantages of mobile-first technology in promoting financial inclusion and connecting our customers to the people, opportunities, and places that they value most. Through KBZPay, Myanmar’s fastest-growing mobile wallet with more than 9.1 million users, we have brought banking beyond our 500 branches and to even more communities. We are also transforming from the inside out, drawing on the latest technologies to work more efficiently and serve our customers better, while developing the bankers and leaders of the future.

Purpose
Our purpose is to improve the quality of life in Myanmar by increasing access to financial products and services, thereby giving communities and businesses access to opportunities and a better quality of life.

KBZ Bank’s Talent Factory
KBZ Bank recognizes that the future of Myanmar – and its banking sector – lies in the hands of the next generation. That is why we take talent development across the organization seriously. From coders and digital bankers to thought leaders and future shapers, we equip our employees with world-class skills and future-ready tools.

Building the bank of the future
At KBZ Bank, we deploy agile management approaches in various aspects of how we work – including bringing people together on cross-functional projects to question the status quo and evolve better ways of working. This represents a break from a top-down approach, empowers our employees, and taps their insights in designing the bank of the future.

Personal Challenge
We put the emphasis on individual responsibility, opportunity, and autonomy. We encourage growth through continuous on-the-job development and a fast-paced environment that will stretch and build your expertise daily. We encourage our people to view their career as a journey; to think not about a vertical career ladder, but a long-term aspiration to broaden their exposure or deepen their skills over time. We would like to build the Bankers of Tomorrow for Myanmar!
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