Team Leader

5 months ago


Cyberjaya, Malaysia Gratitude Inc. Full time

**Role**:Team Leader

**Timings**:Rotational Shifts (Permanent)

**Industry**:BPO

**Work Mode**:Work from office

**Functional Area**:ITES / BPO / Customer Service

**Process**:Chat

Key Skills: Japanese language english Team Leader Supervisor Skills Operations Supervisor Japenese Team lead operation Team leader BPO Proficient in English
- **Job Opportunity: Team Leader - Native Japanese**

**Role & Responsibilities**:

- **Role**: Team Leader, Operation
- **Location**: Cyber Jaya, Malaysia
- **Salary**: 11-12k MYR
- **Shifts**: Rotational

**Operation Compliance Management**:

- Recruit, mentor, and train junior and new staff.
- Ensure all staff are well-trained, smoothly execute skills, and follow daily operational workflow.
- Perform performance management activities: career counseling, coaching, 1:1 mentoring, team huddles, ops calibration, etc.
- Handle client issues throughout the implementation life cycle.
- Control team roster efficiency and gather feedback for service improvement.

**Business Management Responsibilities**:

- Conduct quality audits, CSAT deep dives, payment audits, etc.
- Co-lead with OM/SOM to prepare operation plans, budgets, and build-up the project.
- Work with global teams, build client relationships, and handle reports as needed.
- Ready to take on assignments from Ops Lead.

**Requirements**:

- Fluency in English (Speaking, listening, writing, and reading) - 100% English working environment.
- University/College degree required.
- Minimum 2 years of 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, 5 days a week, with 2 days off (depend on the Ops schedule).

**How to Apply**:
*This is an exciting opportunity for individuals with leadership experience in call center operations. We look forward to welcoming a dedicated Team Leader to our Cyber Jaya team.*


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