Team Leader (Contact Centre)

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

Job summary

A leading company in BPO and Technology Solutions is seeking a passionate Team Leader for its contact center in the logistics sector. The role involves managing operations, leading a team of Customer Service Agents, and ensuring outstanding service for clients. Candidates should have at least 2 years of experience, strong leadership skills, and the ability to motivate their team. This is a full-time position with a competitive salary and various benefits, aimed at fostering professional growth.

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 center.
• Ability to supervise, train, and motivate the team.
• Must be an analytical thinker with strong interpersonal skills.

Responsibilities

• Manage operations and ensure accurate reporting.
• Lead and coach Customer Service Agents to meet KPIs.
• Conduct performance reviews and team meetings regularly.

Skills

Leadership

Coaching Skills

Mentoring

Interpersonal Skills

Analytical Thinking

Tools

Microsoft Office

CRM Systems

Job description

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.

1. 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 -RM5,000

Performance KPI: Up to RM300 monthly

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: https://www.glassdoor.com/Reviews/SummitNext-Technologies-Reviews-E7227743.htm

Instagram: https://www.instagram.com/summitnexttechnologies

LinkedIn: https://www.linkedin.com/company/summitnext-technologies

Website: https://summitnext.my