Call Center Team Leader

1 week ago


Puchong New Village, Malaysia Red Contact Sdn Bhd Full time

KEY ACCOUNTABILITIES

  • To provide a positive and productive direction, requests and guidance to a group of customer care staffs to achieve departmental & company goals by delivering all expressed and implied KPI metrics and standards and any other task assigned by the Customer Care HOD.

JOB RESPONSIBILITIES

  • Ensure smooth operation of all Call Centre components, emphasizing security control for consistent highquality customer service.
  • Educate, coach, and manage Customer Service Executives to align with departmental objectives.
  • Support Cust Care management with accurate and timely reporting on key performance indicators.
  • Minimize system downtime and plan daily service delivery levels.
  • Manage irate customers professionally and handle unexpected call/case volumes.
  • Ensure compliance with documented procedures and implement costsaving initiatives.
  • Address challenges and conduct weekly/monthly meetings, taking necessary actions.
  • Plan and strategize Cust Care Operations Support Unit deliverables based on targets.
  • Perform data analysis, develop charts/graphs, and present insights to OM & HOD.

Job Types:
Full-time, Permanent

Salary:
RM3, RM4,000.00 per month

Benefits:

  • Cell phone reimbursement
  • Dental insurance
  • Health insurance
  • Professional development
  • Vision insurance

Schedule:

  • Rotational shift

Experience:

- working as
Customer Service Executive: 2 years (preferred)

  • Team Leader at
Call Centre: 2 years (preferred)

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