Team Leader, Voice team 25

About UOB

United Overseas Bank Limited (UOB) is a leading bank in Asia with a global network of more than 500 branches and offices in 19 countries and territories in Asia Pacific, Europe and North America. In Asia, we operate through our head office in Singapore and banking subsidiaries in China, Indonesia, Malaysia and Thailand, as well as branches and offices. Our history spans more than 80 years. Over this time, we have been guided by our values – Honorable, Enterprising, United and Committed. This means we always strive to do what is right, build for the future, work as one team and pursue long-term success. It is how we work, consistently, be it towards the company, our colleagues or our customers.

About the Department

Job Responsibilities

Primary Duties and Responsibilities (in bullet point form) :

To meet individual qualitative and quantitative targets

• Oversees and directs the day-to-day activities of call center agents both part of quality and quantity.
• Monitoring random calls to improve quality, minimize errors and track call center staff performance.
• Supervises and provides solution to call center agent in resolving customer feedback and complaint within turnaround time.
• Executes customer instructions of both financial/non-financial transaction.
• Coordinates with MIS to identify problem area, provide solution/suggestion to management and prepare team performance or assignment report.
• Monitors queue and keeps agents aware of inbound calls, call waiting, abandonment rate and floor plan management as role and responsibilities of Shift Supervisor
• Escalates any appropriate problems to Call Center management

To meet team qualitative and quantitative targets

• Strong team working ability for motivating and leading all call center agents to meet team targets
• Strictly comply workflow / procedure and bank policy to prevent and / or mitigate Operational risk opportunities in daily work
• Supports and attends in Project assignment (if any)

Job Requirements

Requirements

• Experience of 1 year or more in contact center/call center for English skill.
• Overall work experience of 1 – 4 years in contact center industry preferred
• Prior experience in financial services chat centers preferred
• Willing to work in shifts
• Team management skills
• Motivating abilities Skills
• Problem Analysis and Problem-Solving Skills
• Multitasking skills
• Stress Management.
• Good command of English communication (writing & speaking)

หมายเหตุ : ธนาคารมีความจำเป็นจะต้องดำเนินตรวจสอบและเก็บข้อมูลประวัติอาชญากรรมของผู้สมัครในตำแหน่งงานนี้เพื่อตรวจสอบคุณสมบัติหรือลักษณะต้องห้ามตามนโยบายของธนาคาร

 Remark: The Bank requires the checking and collection of criminal records for candidates of this position in order to verify qualifications and/or disqualifications for the job position in accordance with the Bank’s policy. 

Be a part of UOB Family

UOB is an equal opportunity employer. UOB does not discriminate on the basis of a candidate's age, race, gender, color, religion, sexual orientation, physical or mental disability, or other non-merit factors. All employment decisions at UOB are based on business needs, job requirements and qualifications. If you require any assistance or accommodations to be made for the recruitment process, please inform us when you submit your online application.

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