Team Leader
Team Leader
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Job Description
We are SummitNext Technologies Sdn. Bhd. a BPO and Technology Solutions provider located in Selangor where innovation meets excellence.
Whatsapp details :(Kesha)
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.
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 Clients 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 minimal supervision.
- Proficient in Microsoft Office applications and experience working with CRM systems.
- Ability to work flexible hours including weekends (24/7)
Job Type: Fulltime
Pay: RM3000.00 RM3500.00 per month
Benefits:
- Maternity leave
- Opportunities for promotion
- Professional development
Schedule:
- Rotational shift
Pay: RM3000.00 RM3500.00 per month
Remote Work :
No
Employment Type
Full Time
