TEAM LEADER (ENGLISH & MANDARIN SPEAKER)

Full Time, onsite
Srg Asia Pacific Sdn. Bhd.
Kuala Lumpur, Malaysia

RM 5,000 - RM 5,500 / Per Mon

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ROLE: TEAM LEADER

CAMPAIGN: IEIT

PRIMARY RESPONSIBILITIES:

a) Develop and implement effective management and performance evaluation strategies
b) Establish and oversee a Continuous Service Improvement Plan
c) Coordinate the preparation and submission of daily, weekly, and monthly reports, including MBR (Monthly Business Review) and QBR (Quarterly Business Review)
d) Lead quality management initiatives
e) Manage complaint resolution, conduct DSAT (Dissatisfaction) case analysis, and implement Root Cause Analysis (RCA) and corrective action plans
f) Oversee all aspects of recruitment, staffing, and foundational training for new hires, ensuring proficiency in English communication, customer service, and technical skills are required to meet IEIT standards
g) Provide necessary product training for replacement resources to ensure operational continuity
h) Supervise initial product training provided by IEIT, including the training of trainers for future sessions
i) Manage day-to-day team operations in collaboration with IEIT management to ensure alignment with organizational objective

OPERATIONAL DUTIES:

Support the Operations Manager by performing management duties in their absence and ensuring smooth operational flow
Motivate and guide team members, clearly communicating team goals, and identifying areas for additional training or skill checks
Assist in the hiring process and oversee the training of new team members to maintain high service standards
Address team member inquiries, resolve issues, and monitor work to ensure adherence to quality and compliance guidelines
Develop strategies to ensure team members meet company regulations and performance targets
Conduct regular team meetings to update members on best practices and expectations
Generate and share detailed reports on team performance, mission objectives, and deadlines
Ensure that company branding and workspaces meet or exceed presentation standards
Deliver high-quality customer service by interacting with customers, resolving inquiries, and effectively managing complaints
Verify and record customer information, including detailed documentation of inquiries, complaints, and resolutions
Utilize internal systems to manage customer returns, monitor order statuses, provide accurate information, and resolve billing or service issues
Serve as a support and backup for the call center management team, ensuring continuity and consistency in operations

REQUIRED QUALIFICATIONS:

Fluency in English with strong communication skills
Mandarin conversational proficiency is essential, as this role involves managing a project based in China
Bachelor’s degree in any field
Minimum of 2 years relevant experience in a technical role (experience in a contact center is advantageous) and 1 year of experience in team management
Demonstrated leadership and team management capabilities
Performance-driven mindset with a focus on achieving results
Strong team-building and interpersonal skills, with the ability to effectively communicate at all organizational levels
Excellent training, coaching, analytical, and problem-solving abilities
Ability to work under pressure and meet tight deadlines

SALARY: