Team Leader

1 week ago

George Town, Malaysia Teleperformance Full time

Overview:
Job Summary

**If you are a person with attention to details and has the ability to deep dive into collected data from Quality monitoring and reporting feedback, We have something for you**

Qualifications:
**Main Requirements**:

- **
Bachelor’s degree** or **equivalent diploma** in any discipline
- ** Minimum 1 years’ experience **as TL in call center
- Must be proficiency in **English & Mandarin **in terms of written, reading and speaking
- Able to **start work immediately** is preferred.

**Responsibilities**:
**Key Responsibilities**:

- Support, motivate, evaluate, develop and coach their Agents to continually meet and exceed their individual team targets
- Completes regular monitoring’s of their teams handled contacts and provide appropriate feedback, coaching and education to ensure Agents meet the minimum client requirements
- Proactively maintain and deliver the required service levels whilst maximizing productivity in the team to ensure the desired financial goals.
- Provide “real time” support to Agents experiencing difficulties on calls and handles escalated irate and/or upset customers' inquiries promptly & professionally when necessary
- Works together with a “Point of Contact” to identify issues and generate action plans for the KPI assigned
- Ensure all Teleperformance policies and procedures are adhered to including but not limited to, Security, HR, Operations, etc. Any known infractions to these corporate policies and procedures are communicated to the Teleperformance Management immediately interaction with other Departments (WFM, QA, Payroll/HR, etc)
- You are expected to be a team player, capable of representing information in behalf of Singapore Airlines and Teleperformance as one company.

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