Customer Service Team Lead (Rotational shifts)

Hello Health Malaysia Sdn Bhd; Kuala Lumpur; In loco; MYR 78.000 - 123.000; Tempo pieno

Descrizione del lavoro

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.

Competenze

• 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.

Mansioni

• 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.

Conoscenze

Team leadership

Workforce management

Communication skills

Multitasking

Customer orientation

Descrizione del lavoro

Customer Service Team Lead (Rotational shifts)

Customer Service Team Lead reporting to the Chief Operating Officer. Lead and motivate a team of agents, ensuring they meet performance targets while managing rostering to support 24/7 operations.

Key responsibilities

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. Balance service-level requirements against fair workload distribution, leave requests, and staff wellbeing, and adjust rosters proactively in response to volume peaks, absences, or attrition.

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.

About you

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 our 24/7 contact center operations

Note: By applying, you agree that Hello Health Group may keep your CV on file to consider you for future roles across our markets. To withdraw consent or have your data removed, email @hellohealthgroup.com .