Team Lead, Direct Support & Service Excellence

Cognizant Global; Kuala Lumpur; On-site; MYR 70,000 - 90,000; Full time

Job summary

A global consulting firm in Kuala Lumpur seeks a Senior Advisor to oversee team performance in a call center environment. The role involves setting performance goals, managing escalated cases, and providing guidance to enhance service delivery. Candidates should have 3-5 years of call center experience, with 2 years in a managerial role, and possess strong interpersonal and problem-solving skills. This position offers an opportunity to contribute to exceptional customer service while aligning with company goals.

Qualifications

• Minimum 3-5 years of call center experience.
• 2 years of experience in people management.
• Strong telephone manner and organizational skills.

Responsibilities

• Supervise and lead the team in setting performance goals.
• Handle complex cases escalated by representatives.
• Collaborate with HK Team to resolve issues.
• Provide guidance and support to representatives in service delivery.

Skills

Interpersonal skills

Problem-solving skills

Commitment to quality customer service

Teamwork

Job description

A global consulting firm in Kuala Lumpur seeks a Senior Advisor to oversee team performance in a call center environment. The role involves setting performance goals, managing escalated cases, and providing guidance to enhance service delivery. Candidates should have 3-5 years of call center experience, with 2 years in a managerial role, and possess strong interpersonal and problem-solving skills. This position offers an opportunity to contribute to exceptional customer service while aligning with company goals.