Native Japanese

5 months ago

Kuala Lumpur, Malaysia GrowthFn Sdn Bhd Full time

Vacancy: Native Japanese - Team Lead Content Moderator

Location: Kuala Lumpur Sentral, Malaysia.

Salary Max: RM 12,500

Permanent Job

Language: Japanese + English

Headcounts: 6

Joining Date: ASAP or with Notice period

Diploma or Bachelor 's degree - with at least 1 year Team lead experience in Content Moderator/Customer Service experience

Roles & Responsibilities:
Managing a team of 20 to 25 FTE's

To understand the complete process and its SLA.

Ability to understand the CTQ parameters that affect the process and work on them.

Ability to gauge the caliber of agents and train them accordingly

Ensure complete participation and contribution in organization/process level initiatives (Absenteeism, Attrition control) that may be implemented from time to time to improve efficiency.

Ensure that the internal/external targets are meet and the team shows continual improvement month on month.

The role holder will be accountable for self-performances of the team he is aligned to.

Communicate effectively with the client to resolve issues and disseminate updates on the floor.

Client, Customer & People Management Effective performance planning for self and team and time management and skill to self-organize.

Ability to achieve stretch targets and take decisions as well as manage complex/ difficult employee situations Handle escalations for the team

Work as a Single point of contact for all non-ops departments and identify, evaluate & coordinate operational, Admin, IT and HR issues

Timely closure of all processes and other requirements for self and Team.

To lead a team's available resources in order to deliver a quality service to customers in line with agreed service standards

Quality and Process Improvement Initiatives

Ensure feedback for the process/Continuous Process improvement.

Team's Career Planning/manage team performance & expectation

Evaluation of operational practices and procedures.

Participate in client call, calibration calls

Good excel and presentation Skills

Maintain self-knowledge of product by self-productivity, audit team work on quality parameters

*Generic & Behavioral Skills
- Excellent verbal and written communication skills.

Should be willing to work in shifts along with the team in customer business time.

Overall should be a good team player with willingness to learn and drive to achieve.

Practice and focused on Metrics.

Good Excel skills and Reporting knowledge

Should be able to drive Continuous Improvement in process.

Compliance - 100% IT-Sec and on time and accurate ILC clocking in last 6 months

Awareness on SLA/SLO Metrics and should be flexible for 24*7 shifts.

NOTE: The paperwork and relocation expenses will be handled by the company

**Job Types**: Full-time, Permanent

Pay: RM12,500.00 per month

Application Question(s):

- What nationality are you?
- Are you willing to relocate to Malaysia?

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