Team Leader, Call Center

3 weeks ago

Kuala Lumpur, Malaysia Trip.com Group Full time

**About Us**

We have more than 30,000 employees scattered across 30 countries in Asia, Europe, the Americas, and Oceania, striving to expand our global markets and aiming to be the world’s leading and most trusted family of online travel brands that aspire to deliver the perfect trip at the best price for every traveller.

**Introduction
**In this Role, you’ll get to**
- Responsible for the day-to-day supervision of a group of customer advisors including work and attendance monitoring in accordance with organization policy and applicable legal requirements
- Identify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment
- Supervise the operational data of the call center and conduct proper onsite management and effectively distribute the daily workload for advisors on shift
- Effectively coach direct reports on their performance on a regular basis to ensure performance metrics (KPI) are achieved at a minimum weekly
- Host daily standups, weekly 1:1 and team meetings as well as effectively present key root cause analysis weekly to the management team. Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities.
- Train and convey new procedures and monitor the implementation and performance, promptly highlighting challenges faced effectively via appropriate challenges aimed at constantly improving service quality.
- Effective handling of customer escalations with exemplary investigation skills and knowledge aimed towards providing an empathetic customer experience
- Conduct communication concerning the monthly performance appraisal with direct reports as well as yearly review recommendations
- Work with local Workforce Management for the daily channel distributions and all ad-hoc Real Time Management of Service Levels. Compete the tasks assigned by Operation Manager/Group Leader in time.

**What you'll Need to Succeed**
- Minimum two years leadership experience in customer service team preferred.
- Experience in internet companies, call centers, or tourism industry preferred.
- Strong communication skills with proficiency in both English and Malay
- Works well under pressure and follow through on items to completion
- Ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverable
- Ability to mentor, coach and provide direction to a team of employees
- Willingness to work a flexible schedule including weekends and public holidays
- Drives direct reports to achieve KPIs and business goals through coaching, mentoring and providing regular feedback
- Able to arrive to decisions guided by policies, procedures and business plan; open to receive guidance and oversight from manager

What’s more?
- Our rapid business growth in global offers abundant career opportunities at various levels and in multiple functions
- Internal transfer is encouraged, and global job rotation program enable you to pursue a global career path and make global impact
- We provide learning opportunities to further your career in areas of leadership capability, soft skill and professional expertise.
- We encourage flexible work arrangement

Have fun with company-sponsored greetings and activities at holidays, birthdays, and colorful team events.

Click the link to learn more about This is a Trip Where Both Your Career and Life Can Flourish

Have a good trip, and see you soon

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