Team Lead

1 day ago

Petaling Jaya, Selangor, Malaysia CTC Global Sdn Bhd Full time 80,000 - 120,000 per year

Main Job Tasks and Responsibilities:

  1. Team Leadership:

  2. Supervise and lead Administrative Coordinators to maintain alignment with SOPs.

  3. Provide ongoing support, feedback, and training to enhance the team's skills and efficiency.

  4. Resource Allocation and Workflow Management:

  5. Assist the Field Service Manager in resource planning to address daily ticket influx and operational demands.

  6. Monitor, track, and validate ticket queues to ensure accurate and efficient work order completion.

  7. Customer Interaction and Issue Resolution:

  8. Address customer inquiries promptly and provide resolution to reported issues.

  9. Solicit and act upon customer feedback to identify and implement improvements.

  10. Performance and Quality Management:

  11. Investigate substandard performance issues, implement corrective measures, and escalate where required.

  12. Ensure accurate billing and timely submission of all associated documentation.

  13. Reporting and Documentation: Prepare and deliver weekly customer reports, ensuring accuracy and alignment with their presentation formats.

  14. Operational Support:

  15. Provide guidance to field service teams to deliver timely and high-quality service.

  16. Recommend opportunities to enhance operational efficiency and team performance.

  17. Staff Development: Collaborate with FSM to design and implement staff development programs aimed at enhancing the team members capabilities.

Education and Experience:

  1. Qualifications: Diploma or Bachelor's degree in Business Management, Information Technology, or a related field.
  2. Experience: Proven experience in team leadership within a customer service, administrative support, or technical coordination environment. Exposure to field service operations or IT service environments is an added advantage.
  3. Knowledge: Familiarity with IT ticketing systems, work order management tools, and reporting dashboards. Understanding of customer service best practices, SOP adherence, and performance monitoring standards.

  4. Skills and Attributes:

  5. Proficient in MS Office Suite (Word, Excel, PowerPoint).

  6. Strong customer-centric mindset and ability to build client relationships.
  7. Good verbal and written communication skills.
  8. Demonstrated ability to lead, mentor, and develop team members.
  9. Strong time management, analytical thinking, and problem-solving skills.
  10. Flexible and adaptable to changing operational needs.
  11. Possess own transportation for occasional travel to client sites.

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