Team Leader - Kedah Branch

• 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.
• 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.

• 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.

• Glassdoor:

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