Call Centre Team Leader

Job description: •To oversee customer service team to ensure all KPIs are met. •To ensure the team adheres to the SOPs and to deliver high quality services to our clients. •To monitor the Service Level Agreement (SLA) as agreed by our Client, and to report any issues that arise on the floor effectively and efficiently. •To monitor agents’ performances continuously, and to provide consistent and regular feedback to them. •To submit hourly report, and to take action appropriately to maintain SLA. •To be proactive in suggesting any improvement plans to the management •To monitor agents’ attendance and to ensure the team strictly adheres to call center guidelines. •Any other duties and responsibilities that may be assigned to you by the management from time to time, within your category of employment in the organization and for the effective implementation, maintenance and continual improvement of company Job requirement: • Must possess at least Bachelor’s Degree or higher, in any fields • Fresh graduates are encouraged to apply • Good command in English & Native language (Japanese) in both spoken and written • Resourceful, proactive and able to work independently • Ability to work in a fast paced environment with high volume • Fast learner with good analytical thinking and problem solving skills • Adeptness in Microsoft office tools, i.e. Word, Excel, PowerPoint • Ready to work in shift rotations (AM/PM/Midnight shifts) and on public holidays & weekends (based on business needs)