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Team Leader

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Kuala Lumpur, Malaysia Mango Global Full time

**Role Overview**

The Team Leader - Telco is responsible for supervising a team of customer service representatives, technical support agents, or field technicians within a telecommunications environment. This role ensures the team meets performance targets, delivers high-quality service, and adheres to company policies and industry standards.

**Key Responsibilities**
- Supervise day-to-day operations of the team, including task allocation, performance monitoring, and shift scheduling.
- Coach, mentor, and train team members to improve service quality and productivity.
- Monitor KPIs (e.g., call resolution time, service uptime, installation timelines) and ensure performance metrics are consistently met or exceeded.
- Resolve escalated customer issues and technical concerns efficiently.
- Collaborate with other departments such as Engineering, Sales, and Product Support to ensure smooth operations.
- Conduct regular team meetings, performance reviews, and feedback sessions.
- Prepare and submit reports on team performance, challenges, and recommendations for improvement.
- Ensure compliance with industry regulations and company standards, including data privacy and safety protocols.

**Qualifications**
- 2-5 years of experience in the telecom industry, with at least 1 year in a supervisory or leadership role.
- Strong understanding of telecom products, services, and infrastructure (e.g., broadband, fiber optics, VoIP, mobile networks).
- Excellent leadership, problem-solving, and interpersonal skills.
- Proficient in Mandarin and English (if working in a bilingual environment).
- Familiarity with CRM systems, telecom management platforms, and call center software is a plus.

**Preferred Skills**
- Ability to lead a team in a high-pressure, fast-paced environment.
- Strong analytical and organizational skills.
- Customer-focused mindset.

Pay: RM6,000.00 - RM8,000.00 per month

**Benefits**:

- Opportunities for promotion
- Professional development

Schedule:

- Rotational shift

Supplemental Pay:

- Performance bonus
- Yearly bonus

Application Deadline: 07/07/2025
Expected Start Date: 07/28/2025