Team Leader

Tech Mahindra; Cyberjaya; On-site; MYR 60,000 - 90,000; Full time

Job summary

A leading company in technology consulting and digital solutions is seeking a Team Leader for their Call Center in Cyberjaya. The role involves supervising non-voice agents, enhancing performance through coaching, and ensuring high-quality customer service standards. Ideal candidates will have proficiency in Mandarin and English, bringing experience in leadership roles in the BPO sector.

Qualifications

• Experienced Call center/BPO Team Leaders preferred.
• Fluency in Mandarin and English is essential.

Responsibilities

• Oversee and guide non-voice agents in daily work.
• Track and analyze team performance.
• Deliver product training and coaching.

Skills

Mandarin proficiency

English proficiency

Team management

Customer service techniques

Performance analysis

Job description

About Us: -

Tech Mahindra offers technology consulting and digital solutions to global enterprises across industries, enabling transformative scale at unparalleled speed. With 150,000+ professionals across 90+ countries helping 1100+ clients, TechM provides a full spectrum of services including consulting, information technology, enterprise applications, business process services, engineering services, network services, customer experience & design services, AI & analytics, and cloud & infrastructure services. It is the first Indian company in the world to have been awarded the Sustainable Markets Initiative’s Terra Carta Seal, in recognition of actively leading the charge to create a climate and nature-positive future. Tech Mahindra (NSE: TECHM) is part of the Mahindra Group, founded in 1945, one of the largest and most admired multinational federations of companies.

About role:-

A Team Leader will oversee and guide a team of agents who handle customer interactions and tasks through non-voice channels like email, chat, or web-based platforms

Key Responsibilities:

• Overseeing and guiding a team of non-voice agents, providing support and direction in their daily work.
• Tracking and analyzing team performance, providing regular feedback, and conducting performance reviews to identify areas for improvement.
• Delivering training on product knowledge, process guidelines, and customer service techniques, and coaching team members to improve their skills and performance.
• Ensuring responses to customer inquiries are timely, accurate, and professional, and handling escalated customer issues.
• Identifying and implementing process improvements to enhance efficiency and customer satisfaction.
• Communicating effectively with team members, other departments, and stakeholders to ensure smooth operations and resolve issues.
• Preparing and presenting regular performance reports, tracking key performance indicators (KPIs), and providing data-driven insights.
• Addressing and resolving any issues or conflicts within the team, providing support and guidance to team members.

Must Have: -

Language Requirement:** Mandarin proficiency + English

Location:** Work From Office in Cyberjaya

Shifts:** 8-hour shifts between 8 AM to 10 PM (2 shifts)

Eligibility: Experienced Call center/BPO Team Leaders

”Tech Mahindra is an Equal Employment Opportunity employer. We promote and support a diverse workforce at all levels of the company. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex, age, national origin or disability. All applicants will be evaluated solely on the basis of their ability, competence, and performance of the essential functions of their positions.

We are also committed to make reasonable adjustments to support candidates, so they can perform at their best throughout the recruitment process.”