Team Leader

1 week ago

Kuala Lumpur, Malaysia Gratitude Inc. Full time

**Role**:Team Leader

**Timings**:Rotational Shifts (Permanent)

**Industry**:BPO

**Work Mode**:Work from office

**Functional Area**:ITES / BPO / Customer Service

Key Skills: Japanese language Team Leader BPO Voice Process Team Leading Travel Accounts BPO Operations Travel Processes inbound and outbound process Team lead operation operation team leader OPERATIONS TEAM LEADER Operation Travel account BPO Travel Account BPO Experience BPO Experience is a must
- **Jon Title**: Team Leader (Japanese Speaking)

**Location**: Cyber Jaya, Malaysia.

**Salary**: Upto RM 12,400 max + Allowances

**Work Type**: Work from Office

**Process**: Travel App

**Languages**: Japanese + English (Read, Write & Speak)

**Headcounts**: 2

**Joining Date**: ASAP or with Notice period

**Shifts**: 8am to 11.30pm, rotational Mon-Sun *(No Late Night SHifts)*

**Qualification & Eligibility**: Diploma and Bachelor 's degree plus at least 1 year experience with an international process into customer service a Team Lead

**Role & Responsibilities**:*
- Manage Team that Take call and provide accurate answer to customer queries.
- Delivery excellent customer support & services and offering patient assistance at all times.
- Respond to customer’s inquiries over knowledge acquired through training (client product, continuous improvement, and refresher courses).
- Deliver customers support & services effectively through active communications.
- Meet and exceed all key performance indicators set by the company and the client.
- Operation Compliance Management
- Recruitment, mentoring and training up junior and new staffs
- Ensure all staffs are well trained & go-live with the skills smoothly executed & follow their daily operation workflow.
- Performance management: career counseling, coaching, performance development, 1:1's mentoring, Team huddle, Ops calibration etc.. to make sure the team achieve the glide goal.
- Handle client issues throughout the implementation life cycle in a timely and accurate fashion.
- Control Team roster to be efficiencies and work with SMEs/QAs/Trainers to gather feedback regarding productivities and quality problems for service improvement.
- Quality Audit, CSAT deep dive, Payment audit, etc. (depend on client expectations)
- Working with Global team & build up client relationship and handle all reports (if needed)

**Lead Requirement**:

- Excellent fluency in English + Japanese (Speaking, listening, writing and reading). working 100% English.
- 2 years minimum supervising/leading a team of 15 or more people, in a call center/contact center environment.
- Experience in a high-growth organization strongly preferred.

**NOTE**: The paperwork and relocation expenses will be handled by the company*

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