Team Leader - BPO

Summitnext Technologies; Sungai Petani; On-site; MYR 100,000 - 150,000; Full time

Job summary

A reputable BPO and Technology Solutions provider in Sungai Petani is seeking a Team Leader for their contact centre. The ideal candidate will lead and mentor a team, ensuring KPIs are met and providing top-notch service in the logistics sector. Candidates should have at least 2 years of experience in a similar role, possess strong leadership and coaching skills, and be proficient in CRM systems. This full-time position offers a competitive salary and various benefits.

Benefits

EPF & SOCSO

Birthday Leave

Maternity Leave

Annual Leave

Career advancement opportunities

Professional development programs

Qualifications

• Minimum 2 years of experience as Team Leader in a contact centre.
• Strong interpersonal skills and ability to build rapport with team members.
• Able to multitask and work independently with minimal supervision.

Responsibilities

• Ensure KPIs and reporting are adhered to and updated.
• Lead, mentor, and coach Customer Service Agents.
• Conduct regular team meetings and performance reviews.

Skills

Coaching skills

Leadership and mentoring

Business presentations

People Management

Tools

Microsoft Office

CRM systems

Job description

Overview

We, SummitNext Technologies Sdn. Bhd., are a BPO and Technology Solutions provider, where innovation meets excellence. As we continue our rapid expansion, we are on the lookout for passionate and driven individuals to join our team as Team Leader, providing outstanding support to our renowned clients in the logistics sector with outstanding service and professionalism.

Position

Team Leader (Contact Centre)

Key Responsibilities

1. Operations Management
   • Ensure all relevant communications, KPIs record, data and reports are updated and recorded for reference.
   • Run projects, deliver action plans and deliverables within agreed timeline.
   • Ensure daily tracking reports are updated & accurate.
   • Prepare Weekly/Monthly/Quarterly reports in a timely manner.
   • Conduct weekly, monthly or quarterly business presentations to management and client.
   • Responsible to manage the overall site activities in the absence of the Operations Manager.
   • Communicate issues and risks to the management team as appropriate.
   • Required to be the Planner, Strategist & Implementer of the Client\'s initiatives and requests.
   • Ensure team members strictly adhere to call centre discipline & guidelines.
2. Team Management
   • Lead, mentor and coach Customer Service Agents to meet business KPIs.
   • Conduct active monitoring of Customer Service Agents to ensure that they are aligned in meeting the business KPIs.
   • Creating team connection, communicating directions, goals and providing regular performance feedback to the team.
   • Perform regular contact engagement with team members, example: one to one performance review, team meetings and skip level sessions.
   • Conduct activities in the team (daily, monthly, weekly) to keep the team motivated, energised, and performance focused.
   • Handles and resolves escalations from team members and clients.
   • Constantly evaluate, audit and coach team members to provide accurate information to customers.
   • Conduct interviews when hiring is required.

Job Requirements

• Minimum 2 years of experience as Team Leader in a contact centre environment.
• Must be able to supervise, train, coach & motivate a team.
• Required skill(s): coaching skills, leadership and mentoring, ability to do business presentations, and People Management.
• Must be a critical and analytical thinker.
• Strong interpersonal skills and the ability to build rapport with Team members and both internal and external customers.
• Able to multitask, work independently with minimal supervision.
• Proficient in Microsoft Office applications and experience working with CRM systems.
• Ability to work flexible hours, including weekends.

Job Type

Full-time

5 days a week

Salary

Basic: RM3,800 - RM4,500

Benefits

• EPF & SOCSO
• Birthday Leave
• Maternity Leave
• Annual Leave
• Career advancement opportunities
• Professional development programs

Expected Start Date

Immediately

Find Out More About Us

Glassdoor: SummitNext Technologies Reviews

Instagram: SummitNext Technologies

LinkedIn: SummitNext Technologies

Website: SummitNext Technologies