Call Center Team Leader
1 week ago
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
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