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Team Lead

1 month ago

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

We are a leading BPO and Technology Solutions provider located in Malaysia, where innovation meets excellence.

About Us:

SummitNext Technologies Sdn. Bhd. is a dynamic company that specializes in providing unrivalled support to clients in the logistics industry.

About the Role:

This is an exciting opportunity for talented individuals to join our team as Team Leader/Logistics Support Manager to provide exceptional support to our clients.

Responsibilities:

  • Operations Management:
  • Ensure accurate record-keeping of all relevant communications, KPIs, data and reports.
  • Run projects and deliver action plans within agreed timelines.
  • Update and maintain daily tracking reports.
  • Prepare timely Weekly/Monthly/Quarterly reports.
  • Present business updates to management and clients on a regular basis.
  • Manage overall site activities in the absence of the Operations Manager.
  • Communicate issues and risks to the management team as necessary.
  • Act as Planner, Strategist & Implementer of Client's initiatives and requests.
  • Maintain team discipline & guidelines.
  • Team Management:
  • Lead, mentor and coach Customer Service Agents to meet business objectives.
  • Monitor Customer Service Agents' performance to ensure alignment with business goals.
  • Create a positive team environment by communicating directions, goals and providing feedback.
  • Regularly engage with team members through one-on-one reviews, team meetings and skip level sessions.
  • Promote a motivated and performance-focused team culture.
  • Resolve escalations from team members and clients.
  • Evaluate and audit team performance to provide accurate information to customers.
  • Conduct interviews when hiring is required.

Requirements:

  • Minimum 2 years of experience as Team Leader in a contact centre environment.
  • Proven ability to supervise, train, coach & motivate a team.
  • Coaching skills, leadership and mentoring, ability to do business presentations, and People Management.
  • Critical and analytical thinking.
  • Strong interpersonal skills and the ability to build rapport with Team members and both internal and external customers.
  • Able to multitask and work independently with minimal supervision.
  • Proficient in Microsoft Office applications and experience working with CRM systems.
  • Ability to work flexible hours, including weekends.
  • Rent: RM3,000.00 - RM3,500.00 per month

Benefits:

  • Maternity leave
  • Opportunities for career advancement
  • Professional development