Team Leader - Airline project - Thai Speaker

Key Responsibilities

1. Team Management:

• Supervise and support a team of customer service agents, including scheduling shifts, monitoring performance, and conducting regular team meetings.

2. Performance & Quality Monitoring:

• Track and analyse key performance indicators (KPIs) including agents’ attendance to assess team performance and identify areas for improvement.
• Conduct performance reviews and set development goals for team members.

3. Issue Resolution:

• Handle escalated customer inquiries and complaints, ensuring timely and satisfactory resolution.

4. Proactive Improvement:

• Proactively suggest improvement plans and strategies to management for enhancing team performance and service quality.

5. Ad-Hoc Responsibilities:

• Perform any other duties and responsibilities as assigned by management, related to the effective implementation, maintenance, and continual improvement of operation.

Qualifications

• Minimum of 2 years of working experience in a supervisory or team leader role.
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Proficiency in customer service software and tools.
• Ability to analyse data and derive actionable insights. o

Working Location : Sunway Visio Tower, Lingkaran SV, Sunway Velocity, 55100 Kuala Lumpu

Job Types: Full-time, Permanent

Pay: RM4,500.00 - RM6,000.00 per month

Schedule:

• Night shift
• Rotational shift

Experience:

• team leader: 1 year (Required)

Language:

• Thai (Required)