Article : A Day In The Life Of Team Leader Dennis Ong Of NTUC Income In Singapore
Dennis Ong is a Team Leader for the company NTUC Income in Singapore. ContactCentreWorld.com asked some of its members to contribute an essay based on "A Day In The Life Of" just to try and share a better perspective of what others do in the Contact Centre realm from different parts of the world.
Being a Team Leader is a very challenging role but at the same time a fulfilling one. A new Team Leader may find the role overwhelming but as you get used to it, you will discover the satisfaction you get from the job. It brings pleasure and happiness when you know that your team or member is recognized for their performance and is rising above the rest and you know that you’ve been part of their development. That, they have achieved something because of your guidance and the knowledge you have imparted to them.
I can still remember that day when I was given the opportunity to be a Team Leader, I felt very excited, and my energy was overflowing. I thought to myself – I have a lot to impart to my members. Little did I know that I will be able to learn a lot from this role as well. Much greater that I have expected. This role has bestowed upon a maturity in me. It empowered me with decision making and people management skills, which does not only apply to my work but is also useful in my personal life. It also taught me how to manage my time more efficiently. It has provided me the experience – experience that I can use wherever I go and in whatever I do.
As a Team Leader, your day will start by making sure that CSOs log-in on time to answer calls from customers. We always remind them that we must all be ready by 8:30 am to answer calls and provide excellent service to our policyholders. You would also need to monitor manpower deployment, making sure that manpower is fully utilized, we may be divided into different sections but your responsibility does not stop there, one must make sure that all sections are getting the help they need from each other. Despite the deployment, we still need to make sure to maintain accessibility at 95%. You will also need to monitor escalations raised by a CSO, making sure that it is answered in time. While doing the escalations, we would also take note of 1st level cases that are being thrown back by business department and coach CSOs to avoid making same mistake.
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Part of a Team Leaders responsibility is to handle supervisor calls. It is not easy but is a matter of getting enough experience to know how to handle certain situations. There are times when you feel like you are unable to handle the situation but the good part of this job is knowing that there are people who would help you in case you need to escalate the case further. I have learned from experience that if you are really unable to help a caller it would be best to ask for assistance rather than put yourself in a more difficult situation. You must learn when to call for help, after all we all must work as a team in this organization.
As a Team Leader, you must also monitor your member’s progress. You have to provide daily assistance and guidance and make sure that their daily target is met making sure that their month to date KPI's are also met. You have to make sure that they improve on their strength and work on their weaknesses and provide constructive feedback when needed.
All these I’ve mentioned are just part of a Team Leader's daily responsibilities. Aside from that, one should also make sure that your own daily target are also being met as one still have their own targets to meet by end of the month. One should be able to make sure that his performance is at par or higher with the team performance as they say a team leader should a role model.
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About Dennis Jao Ong:
Dennis Jao Ong is a Team Leader for NTUC Income in Singapore.
NTUC Income, a co-operative insurance society formed in 1970, was initiated by Dr. Goh Keng Swee. With a modest capital of S$1.2 million, we have become a leader in Life and General Insurance with total assets of S$21.3 billion. Today, we have more than 1.8 million policyholders placing their trust in NTUC Income Insurance Co-operative.
Published: Monday, September 26, 2016
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