Team Leader
7 days ago
We are SummitNext Technologies Sdn. Bhd., a BPO and Technology Solutions provider located in Selangor, where innovation meets excellence.
As we continue to expand our operations, we are seeking a highly skilled Team Leader to oversee our logistics team and ensure seamless support to our clients in the industry.
Key Responsibilities:
- Manage daily operations, ensuring all communications, KPIs, data, and reports are up-to-date and accurate.
- Lead projects, develop action plans, and deliver results within agreed timelines.
- Monitor and update daily tracking reports, ensuring accuracy and timeliness.
- Prepare and submit weekly, monthly, and quarterly reports in a timely manner.
- Present business updates to management and clients on a regular basis.
- Assume site management responsibilities in the absence of the Operations Manager.
- Communicate issues and risks to the management team as necessary.
- Develop and implement client initiatives and requests.
- Ensure team members adhere to call centre discipline and guidelines.
Team Management:
- Lead, mentor, and coach Customer Service Agents to meet business KPIs.
- Monitor and evaluate team performance, ensuring alignment with business objectives.
- Foster a positive team culture, promoting open communication and regular feedback.
- Conduct regular one-on-one performance reviews, team meetings, and skip-level sessions.
- Develop and implement team-building activities to maintain motivation and performance.
- Handle and resolve escalations from team members and clients.
- Continuously evaluate and coach team members to provide accurate information to customers.
- Participate in the hiring process for team members.
Requirements:
- Minimum 2 years of experience as a Team Leader in a contact centre environment.
- Proven ability to supervise, train, coach, and motivate a team.
- Strong leadership and mentoring skills, with experience in business presentations and people management.
- Critical and analytical thinking, with excellent interpersonal skills.
- Ability to multitask, work independently, and adapt to changing priorities.
- Proficient in Microsoft Office applications and experience working with CRM systems.
- Flexibility to work flexible hours, including weekends.
Job Type: Full-time
Salary: RM4,000.00 - RM4,500.00 per month
Benefits:
- Maternity leave
- Opportunities for career growth and professional development
- Rotational shift schedule
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