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Assistant Team Leader

2 weeks ago

Petaling Jaya, Malaysia FUJIFILM Business Innovation Malaysia SDN BHD Full time

**RESPONSIBILITIES AND TASKS**
- Assist in coaching and developing a team of Customer Support Representatives and to actively participate in, contribute to, as well as align, CSC delivery to meet agreed service levels and targets.
- Employ effective methods to develop team cohesiveness, increase employee motivation and satisfaction and reduce staff churn.
- Develop and implement timely solutions to resolve customer complaints escalated by team members.
- Assist in managing performance and employee conduct in terms of company policy.
- Maintain operational proficiency in CSC systems, processes and procedures and be available to answer incoming calls when required.
- Develop and maintain effective relationships with key personnel to ensure the CSC is represented in initiatives impacting our service delivery.
- Meet departmental and divisional Priority Objectives.
- Assist with recruitment.
- Supervising staff and overseeing team operations whilst Team Manager is unavailable.
- Continually seek improvement in efficiency through reviewing and changing CSC practices.
- Undertake duties, job functions and participate in projects as directed by Customer Support Centre Team Manager to ensure both the efficient operation of the CSC and customer satisfaction.

**QUALIFICATIONS AND EDUCATION REQUIREMENTS**
- Minimum 5 years’ experience in a customer service/technical support role.
- Minimum 24 months Assistant Team Leader experience in a Call Centre.
- Desirable tertiary qualification in a related discipline
- Demonstrated capability in leading, participating in and facilitating the activities of a Call Centre work team.
- Proven ability in performance management, coaching and motivating to meet and exceed agreed individual and team priority objectives.
- Familiarity with Call Centre technologies.
- Team Player.
- Self and people motivator.
- High level interpersonal and communication skills.
- Exceptional organizational skills.
- Time management skills.
- Results focused.
- Proven skills in conflict resolution.
- Ability to gain commitment and respect from team members and peers.

**Job Type**: Permanent

**Salary**: RM5,500.00 - RM7,000.00 per month

**Benefits**:

- Dental insurance
- Health insurance
- Maternity leave
- Opportunities for promotion
- Parental leave
- Professional development
- Vision insurance

Schedule:

- Day shift

Supplemental Pay:

- 13th month salary

**Education**:

- Diploma/Advanced Diploma (preferred)

**Experience**:

- Call Center: 5 years (preferred)