Team Leader

2 weeks ago

Cheras, Malaysia Transcosmos Malaysia Sdn Bhd Full time

**Key Responsibilities**

1. Team Management:

- Supervise and support a team of customer service agents, including scheduling shifts, monitoring performance, and conducting regular team meetings.

2. Performance & Quality Monitoring:

- Track and analyse key performance indicators (KPIs) including agents’ attendance to assess team performance and identify areas for improvement.
- Conduct performance reviews and set development goals for team members.

3. Issue Resolution:

- Handle escalated customer inquiries and complaints, ensuring timely and satisfactory resolution.

4. Proactive Improvement:

- Proactively suggest improvement plans and strategies to management for enhancing team performance and service quality.

5. Ad-Hoc Responsibilities:

- Perform any other duties and responsibilities as assigned by management, related to the effective implementation, maintenance, and continual improvement of operation.

**Qualifications**
- Minimum of 2 years of working experience in a supervisory or team leader role.
- Strong leadership and team management skills.
- Excellent communication and interpersonal skills.
- Proficiency in customer service software and tools.
- Ability to analyse data and derive actionable insights. o

**Working Location**: Sunway Visio Tower, Lingkaran SV, Sunway Velocity, 55100 Kuala Lumpu

**Job Types**: Full-time, Permanent

Pay: RM4,500.00 - RM6,000.00 per month

Schedule:

- Night shift
- Rotational shift

**Experience**:

- team leader: 1 year (required)

**Language**:

- Thai (required)

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