Team Leader (Como)- English - KL (Social Media)

Teleperformance; Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Job summary

A global customer experience management firm in Kuala Lumpur seeks a leader to oversee a team of agents. This role involves managing performance, utilizing data analysis to optimize processes, and ensuring effective communication across departments. The ideal candidate will demonstrate strong leadership abilities and a commitment to team development. Training new team members and ensuring adherence to policies are also key responsibilities. Competitive compensation and opportunities for growth are provided.

Qualifications

• Excellent leadership skills to manage, train, and motivate a review team.
• Proficient in identifying problems and trends through data analysis.
• Strong cross-departmental communication skills for collaboration.

Responsibilities

• Oversee and supervise a team of agents.
• Conduct training for new information and updates.
• Coach, motivate, and assist with disciplinary actions.
• Monitor system performance and initiate corrective actions.

Skills

Team Management

Data Analysis

Communication and Collaboration

Job description

Qualifications

• Team Management: Possess excellent team leadership skills, be able to effectively manage, train, and motivate the review team, allocate tasks reasonably, and improve the overall performance of the team.
• Data Analysis: Be proficient in data analysis skills, be able to identify problems and trends in the review business through data, and provide a basis for optimizing operation strategies. For example, adjust the review process and personnel allocation based on data such as review timeliness and violation rate.
• Communication and Collaboration: Have good cross-departmental communication and collaboration skills, and work closely with technology, product, and legal departments to jointly promote the construction of the platform's content ecosystem and business development.

Responsibilities

• Oversee and supervise a team of agents.
• Attend required training session for new information and training updates.
• Acquire and transfer to the team the knowledge of all tools and associated workflow processes
• Assist in developing and streamlining procedures
• Coach, motivate, reward, counsel and assist with disciplinary actions as necessary
• Ensure open flow of communication between agents, supervisors and management.
• Ensure uniform understanding and adherence to policies, procedures and company programs.
• Supervise and monitor agent attendance, performance and productivity
• Prepare and ensure accuracy of reports.
• Ensure agents are continuously kept abreast of operational changes.
• Conduct employee briefings and meetings.
• Assure service level standards are met.
• Monitor system performance and initiate actions to correct system problems.
• Conduct agent observation and provide feedback.
• Assist in the development and tracking of employee incentive programs.
• Ensure completion of departmental duties/task in the absence of subordinates/co-workers.
• Perform other duties as assigned.