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Native Urdu for Team Lead Customer Service
2 weeks ago
Operation Compliance Management
- Recruitment, mentoring and training up junior and new staffs
- Ensure all staffs are well trained & go-live with the skills smoothly executed & follow their daily operation workflow.
- Performance management: career counseling, coaching, performance development, mentoring, Team huddle, Ops calibration etc... to make sure the team achieve the glide goal.
- Handle client issues throughout the implementation life cycle in a timely and accurate fashion.
- Control Team roster to be efficiencies and work with SMEs/QAs/Trainers to gather feedback regarding productivities and quality problems for service improvement.
- Business Management Responsibilities
- Quality Audit, CSAT deep dive, Payment audit, etc. (depend on client expectations)
- Co-lead with OM/SOM to prepare the operation plans, budgets, etc. to build-up the project.
- Working with Global team & build up client relationship and handle all reports (if needed)
- Ready to work some assignments from Ops Lead
Requirement:
- Fluency in URDU and English (Speaking, listening, writing and reading). working 100% English.
- University/Colleges required.
- 2 years minimum supervising/leading a team of 15 or more people, in a call center/contact center environment.
- Experience in a high-growth organization strongly preferred.
- Must be available to work 24/7. Working 5 days, 2 days off per week (depend on the Ops schedule))
**Job Types**: Full-time, Permanent
**Salary**: RM5,000.00 - RM7,000.00 per month
**Benefits**:
- Opportunities for promotion
- Professional development
Schedule:
- Rotational shift
Supplemental pay types:
- Performance bonus
Ability to Commute:
- Kuala Lumpur (required)
Ability to Relocate:
- Kuala Lumpur: Relocate before starting work (required)
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