Team Leader (Content Review)

Job Location: KL, Malaysia

Relevant Experience and Minimum # of Years :

4 – 6 Years which includes a minimum of 2 years of team handling (20+ FTEs) experience

Immediate Joiners preferred.

Core Competencies:

• Excellent written, reading & spoken communications skills in English and understanding of local culture
• Should have had coaching and mentoring experience
• Search skills, ability to approach problems logically
• Excellent people and performance management skills
• High degree of problem-solving and analytical skills with strong attention to detail required
• Ability to manage multiple tasks and competing priorities effectively under pressure and short time lines
• Set a healthy environment in the team and positive mind frame in the individual
• Ability to work in a fast-paced, constantly evolving environment
• Strong understanding of online & digital markets
• Proven track record of exceptional performance and high productivity
• Excellent client and process management skills
• Understanding of the social space (trends, influencers, engagement, things to be cautious of etc.)
• Quick learning and understanding of complex processes
• Candidate should be comfortable to work in 24*7 shifts with rotational weekly offs

Detailed Role & Responsibilities :

• Responsible for managing a team of 15-20 agents making sure daily KPIs are achieved
• Mentor and groom the team members as per the career growth options
• Motivate and drive the team to ensure timely deliverables
• Track and report daily volumes and quality stats to the TM and other stakeholders
• Provide performance feedback, coaching on the Analysis conducted by the QA
• Report and Identify training requirements based on the data analysis for respective teams
• Excellent SLA management skills & should have experience in preparing and reviewing RCA
• Help improve the defined processes as we create more automation and gather information
• Review team on bottom quartile management activities
• Co-ordinate with non-operations team to make sure smooth BAU
• TL will also be trusted to maintain a high degree of confidentiality while meeting strict deadlines
• Flexible to work in assigned shift timings as per process requirements