Customer Service

7 days ago

Kuala Lumpur, Malaysia EPS Consultant Sdn Bhd Full time

**DUTIES / RESPONSIBILITIES**:
1. TL is responsible for:

- newbies onboarding cycle
- people development and mentorship within own team
- conducting performance review sessions for the team members
- giving and receiving timely feedback to and from employees of the team
- collaborating with the other TLs in order to align the approach to any working matters, be it related to people or the processes
- collaborating with HR team on any people matters
- ensuring processes are running smoothly within the department (implementation, adjustment, changes, explanation to agents)
2. To ensure fair workload distribution considering the language groups

3. To answer timely and correct to agents questions in Slack

4. To interact with other company departments closely.

5. To control discipline, shifts, breaks, online / offline agents (there is a regulation)

6. To notify management on problems and possible solutions in a timely manner

7. To establishing and maintain effective internal communications within the shift/department/office/ team, including the presence of an agent on the shift / during the break / offline / online

8. To set the general tone of communication (meetings are your tool for communication, information, impact on the team)

9. To build up the team and improve team climate on a daily basis

**REQUIREMENTS**

1. **Experience of managing teams (5+ people) is a must**

2. Proven leadership skills (you should be able to give the particular examples of solving the challenges as a Lead)

3. Good communication skills and fluent in English

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

**Salary**: RM4,000.00 - RM6,500.00 per month

Schedule:

- Day shift

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