Lead Call Support Specialist

2 days ago

Bangsar South Kuala Lumpur, Malaysia WAWASAN COJAYA SDN. BHD. Full time 90,000 - 120,000 per year
Key Responsibilities:
  • Strategically direct the inbound telesales team to consistently achieve and surpass sales targets, fostering a results-driven and commercially focused environment.
  • Manage real-time monitoring of call queues and service levels to ensure optimal customer experience and operational efficiency.
  • Alocate tasks and campaigns effectively, aligning workforce capacity with business objectives and skill sets to maximize productivity and revenue generation.
  • Analyze key performance metrics to identify trends, gaps, and opportunities for process enhancement.
  • Implement targeted coaching initiatives and performance improvement plans to elevate agent capabilities and ensure adherence to quality standards.
  • Collaborate closely with quality assurance teams to streamline workflows, drive continuous process improvements, and uphold high service standards.
  • Facilitate regular performance reviews, providing guidance and actionable feedback to motivate and develop talent within the team.
  • Drive the review, update, and enforcement of standard operating procedures to align with evolving organizational goals and compliance requirements.
  • Promote cross-functional collaboration to enrich the customer journey and support organizational initiatives beyond core responsibilities.
  • Deliver comprehensive performance analysis and insights through detailed reporting to senior management, enabling data-driven decision-making
Requirements
  • Minimum 2-3 years of experience in a telesales or contact centre environment, with at least 1 year in a supervisory or team leader role.
  • Strong leadership skills with the ability to motivate and drive a sales team to achieve performance targets.
  • Familiarity with inbound call handling systems and auto-dialler operations.
  • Excellent communication, interpersonal, and problem-solving skills.
  • Proven ability to manage workforce scheduling and monitor KPIs effectively.
  • Detail-oriented with a strong focus on quality assurance and process improvement.
  • Adaptable, proactive, and capable of working in a fast-paced, target-driven environment

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