Call Centre Team Leader
1 week ago
**For Registration Please WhatsApp 0125084321**
**1)** Full Name:
**2)** Age:
**3)** Job Titles : Call Centre Team Leader
**Roles and Responsibilities**:
- Responsible for the day-to-day supervision of a group of call centre associates.
- This position ensures performance metrics are achieved by providing adequate coaching, motivation and accountability.
- Responsible for the day-to-day supervision of a group of call centre associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements
- Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved at a minimum weekly.
- Identify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment
- Ensure service delivered to our customers meets contractual Key Performance Indicator (KPIs) and financial expectation.
- Communicate expectations to employees and provide timely updates.
- Preparation of Operation’s productivity report updates at the end of shift and ensure appropriate handshake to next-in-charge.
- You will be accountable for meeting individual and team member Key Performance Indexes (KPI) and recognized outstanding employee.
- To analyze any risk/ crisis involving call floor operation and address the concern to
- Management at the earliest opportunity.
- Understand and deliver business strategies and improve customer services and guide them for execution of self-service options.
- Continuously identify work process improvements and communicate with Operation Managers.
- Must demonstrate high degree of integrity and confidentiality - Maintain confidentiality of customer/ employee information at all times.
**Requirement**:
- Individuals must have an basic command of spoken and written English and Bahasa Malaysia.
- Experience in marketing roles is desirable.
- Past working experience in contact/call center with similar position is preferred, but not a must.
- Highly motivated individual with skills to develop and coach team members to achieve performance expectations
- Work well under pressure and follow through on items to completion
- Ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverable.
- Ability to mentor, coach and provide direction to a team of employees
- Willingness to work a flexible schedule.
- Analytical thinking and high problem-solving skills.
- Stress tolerance and able to work under pressured environment.
**Office Location**:
- KL Eco City
**Working Days**:
5 days work in a week
- 2 days Off
**Working Time**:
- 10:00am to 6:00pm
**Required language**:
- English, Malay
**Basic Salary**:
- RM3500
**Interview Method**:
- Online interview via Google Meet
**Attire**:
- Smart Casual
**Salary**: RM3,500.00 per month
**Benefits**:
- Health insurance
- Maternity leave
- Opportunities for promotion
- Parental leave
- Professional development
- Vision insurance
Schedule:
- Monday to Friday
Supplemental pay types:
- Attendance bonus
- Overtime pay
- Performance bonus
- Yearly bonus
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