Team Leader (Customer Service)

SummitNext Technologies Sdn Bhd; Kuala Lumpur; On-site; MYR 55,855 - 66,904; Full time

Benefits offered by this job

Maternity leave

Opportunities for promotion

Professional development

Job summary

A leading technology solutions company is seeking a full-time Team Leader in Kuala Lumpur to provide exceptional support in the Fintech industry. The candidate will be responsible for operations management and team leadership, ensuring high performance within a customer service environment. The ideal applicant should have at least 2 years of experience, along with skills in coaching, leadership, and effective communication. Competitive pay of up to RM5,500 per month along with benefits like maternity leave and opportunities for promotion are offered.

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.

Responsibilities

• Ensure all relevant communications, KPIs and reports are updated.
• Lead, mentor and coach Customer Service Agents to meet KPIs.
• Conduct interviews when hiring is required.

Skills

Coaching skills

Leadership and mentoring

Ability to do business presentations

People Management

Critical and analytical thinking

Interpersonal skills

Tools

Microsoft Office

CRM systems

Job description

Job Description

We are SummitNext Technologies Sdn. Bhd., a BPO and Technology Solutions provider located in Selangor, where innovation meets excellence.

As we embark on our rapid expansion, we are eagerly seeking talented individuals to join our team as Team Leader to provide unrivalled support to our clients in the Fintech industry.

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 Requirement

• 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
• 5 days a week

Job Type: Full-time

Pay: RM Upto RM5,500per month

Benefits

• Maternity leave
• Opportunities for promotion
• Professional development