Team Leader - Hamilton Korea

Startek; Malaysia; On-site; MYR 60,000 - 90,000; Full time

Job summary

Startek Malaysia seeks a Call Centre Team Leader to oversee a team of customer service representatives and drive performance in a fast-paced environment.

The role focuses on coaching, monitoring metrics, handling escalations, and maintaining high service standards while collaborating with management on process improvements.

Qualifications

• Proven experience as a Team Leader/Supervisor in a call centre or customer service environment.
• Strong leadership, coaching, and motivational skills.
• Excellent communication, problem-solving, and conflict-resolution abilities.
• Ability to analyze data and implement strategies to improve performance.
• Proficiency in call centre software, reporting tools, and CRM systems.
• Ability to handle a fast-paced environment and manage multiple priorities.
• Flexibility to work in shifts, including weekends and holidays, if required.

Responsibilities

• Supervise, coach, and mentor a team of call centre agents to achieve individual and team goals.
• Monitor team performance, analyze key metrics, and provide feedback to improve efficiency and quality.
• Conduct regular team meetings, training sessions, and one-on-one coaching to enhance skills and knowledge.
• Handle escalated customer issues and ensure timely resolution.
• Ensure adherence to company policies, procedures, and customer service standards.
• Drive team motivation through engagement initiatives, rewards, and recognition.
• Collaborate with management to implement process improvements and optimize call centre operations.
• Maintain accurate records of team performance, attendance, and progress.

Skills

Leadership

Coaching

Communication

Problem-solving

CRM systems

Call centre software

Team supervision

Analytical skills

Tools

CRM software

Reporting tools

Call center software

Job description

We are looking for a motivated and result-driven Call Centre Team Leader to oversee a team of customer service representatives. The ideal candidate will be responsible for ensuring the team meets performance targets, providing coaching and support, and maintaining a high standard of customer service. This role requires strong leadership skills, problem-solving abilities, and the ability to drive team performance in a fast-paced environment.

Key Responsibilites:

• Supervise, coach, and mentor a team of call centre agents to achieve individual and team goals.
• Monitor team performance, analyze key metrics, and provide feedback to improve efficiency and quality.
• Conduct regular team meetings, training sessions, and one-on-one coaching to enhance skills and knowledge.
• Handle escalated customer issues and ensure timely resolution.
• Ensure adherence to company policies, procedures, and customer service standards.
• Drive team motivation through engagement initiatives, rewards, and recognition.
• Collaborate with management to implement process improvements and optimize call centre operations.
• Maintain accurate records of team performance, attendance, and progress.

Key Requirements:

• Proven experience as a Team Leader/Supervisor in a call centre or customer service environment.
• Strong leadership, coaching, and motivational skills.
• Excellent communication, problem-solving, and conflict-resolution abilities.
• Ability to analyze date and implement strategies to improve performance.
• Proficiency in call centre software, reporting tools, and CRM systems.
• Ability to handle a fast-paced environment and manage multiple priorities.
• Flexibility to work in shifts, including weekends and holidays, if required.