Team Lead-customer Service

2 days ago

Kuala Lumpur, Malaysia Jibs-Ray Nigeria Ltd Full time

*ROLE: - Team lead Customer Service - Mandarin Speaker*

Location: Kuala Lumpur, Malaysia

**Salary**: RM 7,000

Project: Telecommunication

Language: Mandarin

Joining date: ASAP

Work Hour: Rotation Shift

Education: SPM /Diploma/Degree

*Experience: Telecommunication Experience is Mandatory, any SME/Senior Agent with telecom experience will also do*

*Role & Responsibilties:*
- Motivate and strategize how the team will meet efficiency, productivity and consistency targets.
- Ability to understand the CTQ parameters that affect the process and work on them.
- Perform twice a month check-point on the analyst's performance using scorecards as a point of discussion
- Chart a career development plan for the analysts and provide guidance on how to achieve personal and career
- goals.
- Elevate and escalate red flags to management on a duty of care perspective
- Ensure that team schedules are communicated; leave requests are attended to and team attendance is
- monitored. Chronic absentees should be managed.
- Guarantee that base operational expectations and information security policies are enforced
- Identify improvement opportunities in workflows and suggest solutions.
- Create a culture of innovation
- Facilitate team meetings and team huddles
- Create an engaging and fun work atmosphere for the team
- First point of escalation and clarification on HR-related matters and concerns
- Course correct non-performing metrics and analysts through root cause analysis and solid action planning
- Perform monthly sit down sessions to gather insights and innovation ideas
- Execute administrative functions inside the team (i.e. time report reviews) and HR disciplinary actions (if needed) Ensure that SMEs are performing their duties and responsibilities.

Pay: RM6,000.00 - RM7,000.00 per month

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