![Red Contact Sdn Bhd](https://media.trabajo.org/img/noimg.jpg)
Call Center Team Leader
4 weeks 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 high-quality 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 cost-saving 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
Pay: RM3,500.00 - RM4,100.00 per month
**Benefits**:
- Cell phone reimbursement
- Dental insurance
- Health insurance
- Professional development
- Vision insurance
Schedule:
- Fixed shift
**Experience**:
- Team Leader at Call Centre: 1 year (preferred)
- working as Customer Service: 1 year (preferred)
Expected Start Date: 08/26/2024
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