Job Description

• 3 to 5 years of experience as a team leader in Contact Centre environment who can inspire and lead a team of Contact Centre agents
• Excellent verbal, written and presentation skills
• A solid understanding of Customer Relation Management and case management
• Experience with multi-cultural teams and cross-region collaboration is an advantage Candidate must be proficient in English and Mandarin to communicate with Mandarin speaking client
• AT LEAST Diploma Holder or equivalent

• Manage Contact center day-to-day operations, ensuring smooth operations
• Lead and engage your team by creating a service culture and strive to exceed customer expectations.
• Supervise and manage team to achieve the SLA and KPIs.
• Monitor team performance on productivity and quality through regular audits.
• Provide regular coaching sessions to continually drive team and individual performance.
• Monitor performance real-time and deploy resources accordingly
• Investigate, handle and resolve escalated cases from team members.
• Execute new workflows, improvement initiatives and changes
• Ensure close and clear communications to team members and gather team members' feedback for improvements
• Prepare reports on team and contact Centre performance metrics
• Perform any other duties as reasonably assigned by the management.

• EPF, SOCSO , PCB
• Career Development
• Good Work Environment
• Near to public transport (for KL working location)
• Company Event (Company Trip, Annual Dinner, Team Building)

• EPF / SOCSO / PCB
• Annual Leave
• Allowance Provided
• Overtime Pay
• Training Provided