Team Leader

7 days ago


George Town, Penang, 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.

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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