Team Performance Improvement Specialist

3 days ago


Kuala Lumpur, Kuala Lumpur, Malaysia Sutherland Full time
Job Overview

Sutherland is seeking a skilled professional to fill the role of Team Performance Improvement Specialist. As a key member of our contact center, you will be responsible for leading and monitoring a team of associates to achieve organizational goals.

Key Responsibilities:

  • Lead, monitor, and supervise a team of at least 10 associates to achieve organization goals.
  • Identify areas for service improvement and recommend solutions to the management team.
  • Manage scheduling and staffing requirements for the night shift to ensure adequate coverage and optimal team performance.
  • Collaborate with cross-functional teams to identify opportunities for process improvements and implement solutions to enhance efficiency and customer experience.
  • Conduct regular quality assurance assessments to maintain service quality standards and identify areas for improvement.
  • Develop and implement training programs to enhance customer service and technical skills, including product knowledge of team members.

Requirements:

  • A Bachelor's degree or Associate Degree is preferred but not required.
  • At least two (2) years of relevant team leader experience managing a minimum of 10 team members.
  • Proven experience in customer service roles in a contact center environment.
  • Effective coaching skills.
  • Proficient in MS Office (especially PowerPoint and Excel).
  • Strong verbal and written communication skills, including fluency in Mandarin and Japanese.


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