Customer Service Team Lead - 24/7 Rostering & Growth

Hello Health Malaysia Sdn Bhd; Kuala Lumpur; Presencial; MYR 78.000 - 123.000; Jornada completa

Descripción de la vacante

Hello Health Malaysia Sdn Bhd is seeking a Customer Service Team Lead in Kuala Lumpur to guide a team of agents and ensure service levels. You will manage rostering to cover all shifts, including weekends and public holidays, supporting 24/7 operations.

The role emphasizes coaching, quality assurance, and continuous process improvements to deliver timely solutions for customer inquiries and complaints while maintaining staff wellbeing and performance targets.

Formación

• 3+ years of experience in a contact center environment as Team Lead.
• Experience with workforce management / roster planning for shift-based, 24/7 operations.
• Strong communication and interpersonal skills.
• Ability to multitask and prioritize tasks.
• Customer-oriented mindset.
• This role requires working rotational shifts, including weekends and public holidays, to support 24/7 contact center operations.

Responsabilidades

• Team Management: Lead and motivate a team of agents, ensuring they meet performance targets.
• Roster & Shift Planning: Plan and manage the team's rostering to ensure adequate coverage across all shifts, including weekends and public holidays, in support of 24/7 operations.
• Customer Service: Handle customer inquiries and complaints, providing timely and effective solutions.
• Quality Assurance: Monitor agent performance, conduct quality assurance audits, and provide coaching and feedback.
• Training and Development: Keep agents updated on product knowledge and process changes. Foster a culture of continuous learning and development.
• Process Improvement: Identify opportunities to improve processes and enhance efficiency, including liaising with Product & Technology to refine and implement the in-house customer nurturing system.
• Problem-Solving: Resolve customer issues and operational challenges.

Conocimientos

Team leadership

Workforce management

Communication skills

Multitasking

Customer orientation

Descripción del empleo

Hello Health Malaysia Sdn Bhd is seeking a Customer Service Team Lead in Kuala Lumpur to guide a team of agents and ensure service levels. You will manage rostering to cover all shifts, including weekends and public holidays, supporting 24/7 operations.

The role emphasizes coaching, quality assurance, and continuous process improvements to deliver timely solutions for customer inquiries and complaints while maintaining staff wellbeing and performance targets.