Senior Team Lead

IntouchCX; Kuala Lumpur; On-site; MYR 48,000 - 60,000; Full time

Job summary

A global leader in customer experience management is seeking a Senior Team Lead to provide leadership to Customer Service Representatives in Kuala Lumpur. This role involves supervising team performance, promoting professional development, and managing operational activities. Candidates should have prior experience in the contact center industry, strong leadership skills, and excellent communication abilities. This position offers the opportunity to make a significant impact on customer engagement and team success.

Qualifications

• 2-3 years of experience in the contact center industry, with at least 2 years in a Team Lead/Supervisory role.
• Customer service experience in a high call volume contact center environment preferred.
• Experience in client relationship management is an asset.

Responsibilities

• Provide supervision to Customer Service Representatives (CSR) and Team Leads.
• Promote professional and personal development of team members.
• Negotiate and mediate with customers or CSRs to resolve issues.

Skills

Leadership

Analytical skills

Problem-solving

Communication

Customer service

Education

High school diploma or equivalent

Post-secondary education or degree in Business

Job description

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

Job Description

Posted Tuesday, October 29, 2024 at 8:00 a.m.

About IntouchCX

IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change.
To learn more about us and our culture, follow the link to Our Story - https://youtu.be/GinyJ-abWJs

We’re changing the way people think about customer care, and we need your help!

We’re searching for a Senior Team Lead to provide leadership to Customer Service Representatives and collaborate with Team Leaders on things like performance. training, development and employee recognition. This role is responsible for directing and managing operational activities and contributing to the campus’s overall strategic direction.

Provide supervision to Customer Service Representatives (CSR) and Team Leads, ensuring proper training, support and customer service is delivered

Promote professional and personal development of individual team members through performance evaluations, training needs, coaching and career opportunity programs

Negotiate and mediate with customers or CSRs when required to resolve issues and meet expectations

Learn and maintain extensive knowledge of client philosophy and service processes to ensure quality customer service

Interview, select, train and facilitate onboarding for new team members

Perform data analysis and manage performance

Authorize and coordinate changes in staffing schedules

High school diploma or equivalent (required)

Some post-secondary education or completion of a post-secondary degree with a major in Business (asset)

A background in client relationship management (asset)

2-3 years of experience in the contact center industry, with at least 2 years in a Team Lead/Supervisory role

Customer service experience in a high call volume contact center environment (preferred)

Experience maintaining and developing operational statistics, financial management information and results reporting

Excellent verbal and written communication skills

Strong leadership, analytical, problem solving and decision making skills

The ability to work in and adapt to a fast‑paced, dynamic, always changing environment

The ability to organize and follow‑up on multiple tasks with accuracy and timeliness

The capability to perform intermediate mathematical functions

The ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds

The ability to influence and motivate employees to attain program goals

The ability to work a variety of shifts including days, afternoons, evenings and holidays