Team Leader Call Center

Full Time, onsite
Melange Korea
Kuala Lumpur, Malaysia

Salary undisclosed

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Team Leader Operations:

Team Leader, Operations is responsible for the day-to-day supervision of a group of call center associates. This position ensures performance metrics are achieved by providing adequate coaching, motivation and accountability.

Job Description :

Key player to lead the team performance.
Quality check and ensure that the standard of work is maintained according to the company’s expectations.
Ensure that the team meets the daily, monthly, and yearly KPI targets.
Conduct assessments, performance reviews, capacity planning, and training.
Support HR with the onboarding of a new employee.
Maintain complete knowledge of all services and products.
Proactively share existing challenges faced by the team and propose solutions.
Analyze data to better understand trends and prepare reports for the management.
Monitor staff performance and actions for improvement
Give coaching and guidance
Ensure proper records of customer database

Requirement :

Minimum of 2 to 4 years experience in the Telemarketing industry
Excellent written and verbal communication skills.
Demonstrated proficiency in multi-tasking and prioritization.
Detail-oriented in ensuring high standards of work and able to adapt quickly to changes in workflows/processes/procedures/product features.
High level of integrity as demonstrated personally and professionally.
Written and spoken proficiency in English, Bahasa Malaysia, and Mandarin. (Candidates fluent in Mandarin preferred as role requires candidate to deal with Mandarin speaking clients)
Able to identify, think creatively, and build support for innovative and outside-the-box solutions.

Benefits