Team Leader Customer Support

2 weeks ago

George Town, Malaysia SummitNext Technologies Sdn Bhd Full time

**We are SummitNext Technologies Sdn. Bhd., a BPO and Technology Solutions provider located in Selangor, where innovation meets excellence.**

As we embark on our rapid expansion, we are eagerly seeking talented individuals to join our team as **Team Leader**to provide unrivalled support to our clients in the logistics industry in **Sungai Petani, Kedah.**

**Responsibilities**:

- **1. Operations Management**_
- Ensure all relevant communications, KPIs record, data and reports are updated and recorded for reference.
- Run projects, deliver action plans and deliverables within agreed timeline.
- Ensure daily tracking reports are updated & accurate.
- Prepare Weekly/Monthly/Quarterly reports in a timely manner.
- Conduct weekly, monthly or quarterly business presentations to management and client.
- Responsible to manage the overall site activities in the absence of the Operations Manager
- Communicate issues and risks to the management team as appropriate.
- Required to be the Planner, Strategist & Implementer of the Client's initiatives and requests.
- Ensure team members strictly adhere to call centre discipline & guidelines.
- **2. Team Management**_
- Lead, mentor and coach Customer Service Agents to meet business KPIs.
- Conduct active monitoring of Customer Service Agents to ensure that they are aligned in meeting the business KPIs.
- Creating team connection, communicating directions, goals and providing regular performance feedback to the team.
- Perform regular contact engagement with team members, example: one to one performance review, team meetings and skip level sessions.
- Conduct activities in the team (daily, monthly, weekly) to keep the team motivated, energised, and performance focused.
- Handles and resolves escalations from team members and clients.
- Constantly evaluate, audit and coach team members to provide accurate information to customers.
- Conduct interviews when hiring is required.
- **Job Requirement**:_
- Minimum 2 years of experience as Team Leader in a contact centre environment.
- Must be able to supervise, train, coach & motivate a team.
- Required skill(s): coaching skills, leadership and mentoring, ability to do business presentations, and People Management.
- Must be a critical and analytical thinker.
- Strong interpersonal skills and the ability to build rapport with Team members and both internal and external customers.
- Able to multitask, work independently with mínimal supervision.
- Ability to **work flexible hours, including weekends**:

- 5 days a week

Pay: RM3,800.00 - RM4,000.00 per month

**Benefits**:

- Maternity leave
- Opportunities for promotion
- Professional development

Schedule:

- Monday to Friday

Supplemental Pay:

- Overtime pay

Work Location: In person

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