Team Leader - Customer Service
On-siteSungai Petani, Kedah, Malaysia
Job Summary
Manage site operations in the absence of the Operations Manager by updating communications, KPIs, and daily tracking reports while preparing weekly, monthly, and quarterly presentations for management and clients. Lead, mentor, and coach Customer Service Agents to meet business KPIs through active monitoring, regular performance reviews, and team activities that maintain motivation and alignment. Resolve escalations from team members and clients, conduct interviews when hiring is required, and ensure strict adherence to call centre discipline and guidelines. Work flexible hours including weekends with minimal supervision, applying critical analytical thinking and strong interpersonal skills to build rapport with internal and external customers.
Required Qualifications
- Minimum 2 years of experience as Team Leader in a contact centre environment
- Must be able to supervise, train, coach & motivate a team
- Required skill(s): coaching skills
- Required skill(s): leadership
- Required skill(s): mentoring
- Required skill(s): ability to do business presentations
- Required skill(s): People Management
- Must be a critical and analytical thinker
- Strong interpersonal skills
- Ability to build rapport with Team members and both internal and external customers
- Able to multitask
- Able to work independently with minimal supervision
- Proficient in Microsoft Office applications
- experience working with CRM systems
- Ability to work flexible hours, including weekends
- 5 days a week
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