team leader

6 hours ago

Bangsar South Kuala Lumpur, Malaysia SRG Asia Pacific Sdn. Bhd. Full time 40,000 - 80,000 per year
About the Role

We are seeking an experienced and passionate Team Leader to oversee a dynamic customer service team supporting one of our key accounts in the media and entertainment industry. The ideal candidate is a people-centric leader who thrives in a fast-paced environment and can motivate, coach, and develop the team to deliver exceptional service performance.

Key Responsibilities
  • Lead, manage, and motivate a team of Customer Service Professionals to achieve daily, weekly, and monthly performance KPIs.
  • Monitor service delivery standards to ensure quality, accuracy, and customer satisfaction across all interactions.
  • Conduct regular coaching, performance reviews, and training sessions to enhance team productivity and service excellence.
  • Manage team scheduling, attendance, and adherence to ensure optimal coverage.
  • Analyze performance data, identify gaps, and implement improvement strategies.
  • Collaborate with internal stakeholders and support departments to ensure smooth operations and timely issue resolution.
  • Foster a positive and engaging work environment that encourages teamwork, accountability, and professional growth.
Requirement
  • Minimum Diploma or Bachelor's Degree in any discipline.
  • At least 2–3 years of experience in a supervisory or team lead role, preferably in a customer service or contact center environment.
  • Strong leadership, communication, and interpersonal skills.
  • Able to work shifts and weekends/public holidays on a rotational basis.
  • Proficient in MS Office and familiar with contact center systems and reporting tools.
  • Results-driven with the ability to coach and motivate diverse teams.
What We Offer
  • Competitive salary package and performance incentives.
  • Opportunities for career advancement within a growing organization.
  • Comprehensive training and leadership development programs.
  • Dynamic, inclusive, and people-focused work culture.

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