Team Leader
4 weeks ago
We are SummitNext Technologies Sdn. Bhd., a BPO and Technology Solutions provider located in Selangor, where innovation meets excellence.
Our company is seeking a talented individual to join our team as a Team Leader to provide unrivalled support to our clients in the logistics industry.
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/Quarterly reports in a timely manner.
- Conduct weekly, monthly or quarterly business presentations to management and clients.
- Responsible for managing the 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 & Implementer of the Client's initiatives and requests.
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, energised, 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 & motivate a team.
- Required skill(s): 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 (24/7)
What We Offer:
- Maternity leave
- Opportunities for promotion
- Professional development
Schedule:
- Rotational shift
Salary: RM3,500.00 per month
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