Team Leader

1 day ago

Cyberjaya, Malaysia Agensi Pekerjaan Smarttrend Sdn Bhd Full time

**Position Summary**:
Lead a team of Customer Service Associates to ensure that they meet targets and are coached effectively on areas of improvement

**Roles and Responsibilities**
- Monitor and drive teams to ensure all KRAs are achieved.
- Work along with peers and supervisors and Quality team to meet the KPIs.
- To motivate, develop and mentor team members in a dynamically changing environment.
- Monitor transactions and provide qualitative/constructive feedback to the team members
- Drive process performance to achieve and exceed SLA deliverables.
- To create a conducive and stimulating environment for the teams to accomplish their goals.
- Manage expectations of his/her team members and proactively should be able to sense their needs.
- Develop aligned team members by creating learning opportunities.
- Attend client con-calls and calibration sessions.
- Brief team members on process updates and org level updates

**Key Deliverables (KRA Measure)**
- Meet different internal and external KPI targets
- Control attrition and foster team bonding within team
- Ensure that employees are motivated and perform as per required thresholds

**Applicant’s Specifications & Qualification**:

- Excellent verbal and written communication **(Japanese)** in an international process
- Ability to drive process, performance & transformation Good communication skills
- Should be an expert in troubleshooting and analytical skills (Only for TCD)
- Strong leadership skills
- Should have decision making skills
- Should be flexible in a 24*7 environment

**Job Type**: Permanent

**Salary**: RM10,000.00 - RM12,000.00 per month

Schedule:

- Monday to Friday

Ability to commute/relocate:

- Cyberjaya: Reliably commute or planning to relocate before starting work (required)

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