Team Leader Non / Native Japanese + Eng B2

Cyberjaya, Selangor, Malaysia

Job Description


Team Leader Non / Native Japanese + Eng B2
Remuneration: RM12,500 (basic for native) OR RM10,500 (basic for non native) + KPI allowance + Shift allowance
Work Location: 2 HC for KL Sentral AND 1 HC for Cyberjaya
Work Hour: 24*7 on shift
Note: Travel OR Healthcare project
Roles & Responsibilities:

  • Managing a team of 20 to 25 FTE'
  • Client/Customer/People Management
  • Drive Performance in the team to meet targets
  • Manage the daily team activities and ensure the daily operations run smoothly.
  • Drive Team adherence and manage monthly scheduling.
  • Handling Escalations
  • Manage key business metrics like SLA's and CSAT
  • Run reports & conduct a thorough analysis of SLA misses.
  • Drive Continuous Improvement in the team along with metrics improvement
  • Generate dashboard and scorecards for the Team for review.
  • Performance management and appraisals for the entire Team.
  • Weekly Reviews to the Management on key deliverables.
  • One-One with the team and scheduled Monthly Team meetings.
  • Feedback and Coaching
  • Knowledge management for the team and quality control
  • Apply performance management strategies - action plans, BQ planning
  • Responsible for people/employee career development
Generic & Behavioral Skills
  • Excellent verbal and written communication skills.
  • Should be willing to work in shifts along with the team in customer business time.
  • Overall should be a good team player with willingness to learn and drive to achieve.
  • Practice and focused on Metrics.
  • Good Excel skills and Reporting knowledge
  • Should be able to drive Continuous Improvement in process.
  • Compliance - 100% IT-Sec and on time and accurate ILC clocking in last 6 months
  • Awareness on SLA/SLO Metrics and should be flexible for 24*7 shifts.

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Job Detail

  • Job Id
    JD1090858
  • Industry
    Not mentioned
  • Total Positions
    1
  • Job Type:
    Full Time
  • Salary:
    Not mentioned
  • Employment Status
    Permanent
  • Job Location
    Cyberjaya, Selangor, Malaysia
  • Education
    Not mentioned