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Team Leader

1 month ago

Sungai Petani, Kedah, Malaysia SummitNext Technologies Sdn Bhd Full time

We are SummitNext Technologies Sdn. Bhd., a BPO and Technology Solutions provider located in Selangor, where innovation meets excellence.

Key Responsibilities:

1. Operations Management

  • Ensure all relevant communications, KPIs records, data, and reports are updated and recorded for reference.
  • Run projects, deliver action plans, and deliverables within agreed timelines.
  • Ensure daily tracking reports are updated and accurate.
  • Prepare weekly, monthly, and quarterly reports in a timely manner.
  • Conduct weekly, monthly, or quarterly business presentations to management and clients.
  • Responsible for managing overall site activities in the absence of the Operations Manager.
  • Communicate issues and risks to the management team as appropriate.
  • Required to be the Planner, Strategist, and Implementer of the Client's initiatives and requests.
  • Ensure team members strictly adhere to call centre discipline and guidelines.

2. Team Management

  • Lead, mentor, and coach Customer Service Agents to meet business KPIs.
  • Conduct active monitoring of Customer Service Agents to ensure they are aligned in meeting the business KPIs.
  • Creating team connection, communicating directions, goals, and providing regular performance feedback to the team.
  • Perform regular contact engagement with team members, example: one-to-one performance review, team meetings, and skip-level sessions.
  • Conduct activities in the team (daily, monthly, weekly) to keep the team motivated, energized, and performance-focused.
  • Handles and resolves escalations from team members and clients.
  • Constantly evaluate, audit, and coach team members to provide accurate information to customers.
  • Conduct interviews when hiring is required.

Job Requirements:

  • Minimum 2 years of experience as Team Leader in a contact centre environment.
  • Must be able to supervise, train, coach, and motivate a team.
  • Required skills: coaching skills, leadership and mentoring, ability to do business presentations, and People Management.
  • Must be a critical and analytical thinker.
  • Strong interpersonal skills and the ability to build rapport with Team members and both internal and external customers.
  • Able to multitask, work independently with minimal supervision.
  • Proficient in Microsoft Office applications and experience working with CRM systems.
  • Ability to work flexible hours, including weekends.

What We Offer:

  • Competitive salary: RM3,000.00 - RM3,500.00 per month.
  • Maternity leave.
  • Opportunities for promotion.
  • Professional development.

Schedule:

  • Rotational shift.