Team Leader Cs

2 weeks ago


Kuala Lumpur, Kuala Lumpur, Malaysia GrowthFn Sdn Bhd Full time

Vacancy:
Team Lead Customer Service - Mandarin Speaker

Location:
Kuala Lumpur Sentral, Malaysia.

Salary Max:
RM cellphone allowance + monthly KPI allowance

Project:
Telecom

Work Hours:
should be open to work until 11PM and open to work on weekends (project may potentially shift to a 24-7 operations in the future)

Joining Date: 1st April, 2024

Education:
SPM & above

Responsibilities:

The responsibility of the team lead is to ensure that organizational metrics and goals are met by rallying and motivating a team of up to 20 team members

  • Motivate and strategize how the team will meet efficiency, productivity and consistency targets.
  • Ability to understand the CTQ parameters that affect the process and work on them.
  • Perform twice a month check-point on the analyst's performance using scorecards as a point of discussion
  • Chart a career development plan for the analysts and provide guidance on how to achieve personal and career goals
  • Elevate and escalate red flags to management on a duty of care perspective
  • Ensure that team schedules are communicated; leave requests are attended to and team attendance is monitored. Chronic absentees should be managed.
  • Guarantee that base operational expectations and information security policies are enforced
  • Identify improvement opportunities in workflows and suggest solutions. Create a culture of innovation
  • Facilitate team meetings and team huddles
  • Create an engaging and fun work atmosphere for the team
  • First point of escalation and clarification on HR-related matters and concerns
  • Course correct non-performing metrics and analysts through root cause analysis and solid action planning
  • Perform monthly sit down sessions to gather insights and innovation ideas
  • Execute administrative functions inside the team (i.e. time report reviews) and HR disciplinary actions (if needed)
  • Ensure that SMEs are performing their duties and responsibilities

Job Types:
Full-time, Permanent

Salary:
RM6,400.00 per month

Application Question(s):

  • What nationality are you?
  • Do you have experience managing Telecom Project (Yes/No)?
  • The role is urgent, the joining date is 1st April, 2024, can you join?
  • The salary is fixed, the max salary isRM cellphone allowance + monthly KPI allowance, are you okay with it?
  • Can you speak, write and read Mandarin?

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