Team Leader - Customer Service

Summitnext; 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 technology solutions provider in Kuala Lumpur is seeking a Team Leader to manage customer service teams in the Fintech sector. This full-time role requires a minimum of 2 years of experience in a contact centre environment, where the candidate will supervise and coach staff, manage operations, and ensure adherence to KPIs. The ideal candidate will have strong leadership and interpersonal skills, and the ability to work independently. The position offers a competitive salary of up to RM5,500 per month.

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 record, data and reports are updated.
• Lead, mentor and coach Customer Service Agents.
• Conduct interviews when hiring is required.
• Responsible for managing overall site activities in absence of the Operations Manager.

Skills

Coaching skills

Leadership and mentoring

Business presentations

People Management

Critical thinking

Interpersonal skills

Multitasking

Independent work

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