Team Leader (Contact Centre) - Kedah Branch

SummitNext Technologies Sdn Bhd; Seberang Perai; On-site; MYR 60,000 - 80,000; Full time

Job summary

A leading BPO and technology solutions provider in Malaysia is seeking a Team Leader for their contact centre. This role involves managing operations and mentoring customer service agents to meet KPIs. The ideal candidate should have at least 2 years of team leadership experience, possess strong coaching and interpersonal skills, and be able to work independently. Proficiency in Microsoft Office and CRM systems is required. The position offers an opportunity to lead a dynamic team and drive performance excellence.

Qualifications

• Minimum 2 years of experience as Team Leader in a contact centre environment.
• Must be able to supervise, train, coach & motivate a team.
• Strong interpersonal skills and the ability to build rapport with Team members and customers.

Responsibilities

• Ensure all relevant communications, KPIs records, data, and reports are updated.
• Lead, mentor and coach Customer Service Agents to meet business KPIs.
• Conduct active monitoring of Customer Service Agents' performance.

Skills

coaching skills

leadership and mentoring

ability to do business presentations

people management

interpersonal skills

critical thinking

analytical thinking

multitasking

Tools

Microsoft Office

CRM systems

Job description

About the job Team Leader (Contact Centre) - Kedah Branch

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.

Key Responsibilities

• 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.
• 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.