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Team Leader

1 month ago

Bangsar South, Malaysia Brandt International Sdn Bhd Full time

_**Key Accountabilities**_

**Responsibilities**
- Assist leadership team to manage overall operations of the contact centre.
- Work with Assistant Manager to minimize shrinkage, attrition, dissatisfied contacts, complaints and etc.
- Ensure all relevant communications and data are updated and recorded.
- Ensure action plans and deliverables are met within agreed timeline.
- Handle on ad-hoc projects/assignments. Team Management
- Manage a team consists up to 15 members.
- Active monitoring, support and coach team members performance in align with departmental KPI & SLAs
- Perform regular contact with team members like 1-1, team meeting, performance review and etc.
- To ensure team members provide accurate information to users.
- Communicate effectively with team members and users.
- Always motivate team members to perform better.
- Conduct interviews when hiring is required.
- Generate relevant reports for operational discussion and analysis.
- Handle escalations if required. Manning of escalation queues.

**Requirements**:

- Possess at least Diploma/Advanced/Higher/Graduate Diploma in any field.
- Minimum 1 year experience of managing team (10-15 members) in contact centre environment.
- Possess strong operational and leadership skill.
- Have excellent spoken and writing skills in both English & Bahasa Malaysia. Mandarin is an added advantage.
- Business writing skill is mandatory. Good communication skills in English, Malay language for both spoken and written
- Able to work independently and with a team.
- Flexible and adaptable.
- Ability to work under stress

**Working Hours**

Shift hours 24x7 - rotational shift
- 5 working days and 2 off days in a week

**Salary**: RM4,000.00 - RM6,000.00 per month

**Benefits**:

- Opportunities for promotion
- Professional development

Schedule:

- Rotational shift

Supplemental pay types:

- Attendance bonus

Ability to Relocate:

- Bangsar South: Relocate before starting work (required)