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    Customer Service Team Lead - Malaysia, Kuala Lumpur - GrowthFn

    GrowthFn
    GrowthFn Malaysia, Kuala Lumpur

    2 days ago

    Default job background
    Full time
    Description

    Vacancy: Team Lead Customer Service

    ???? Location: Kuala Lumpur Sentral, Malaysia.

    Salary Max: RM cellphone allowance + monthly KPI allowance

    Candidate should have managed a Telecom project experience

    Candidate should have a team lead experience in a BPO set up (minimum one year

    Project: Telecom

    Work Hours: should be open to work until 11PM and open to work on weekends (project may potentially shift to a 24-7 operations in the future)

    Joining Date: 1st April, 2024

    Education: SPM & above

    Responsibilities:

    The responsibility of the team lead is to ensure that organizational metrics and goals are met by rallying and motivating a team of up to 20 team members

    1. Motivate and strategize how the team will meet efficiency, productivity and consistency targets.

    2. Ability to understand the CTQ parameters that affect the process and work on them.

    3. Perform twice a month check-point on the analyst's performance using scorecards as a point of discussion

    4. Chart a career development plan for the analysts and provide guidance on how to achieve personal and career goals

    5. Elevate and escalate red flags to management on a duty of care perspective

    6. Ensure that team schedules are communicated; leave requests are attended to and team attendance is monitored. Chronic absentees should be managed.

    7. Guarantee that base operational expectations and information security policies are enforced

    8. Identify improvement opportunities in workflows and suggest solutions. Create a culture of innovation

    9. Facilitate team meetings and team huddles

    10. Create an engaging and fun work atmosphere for the team

    11. First point of escalation and clarification on HR-related matters and concerns

    12. Course correct non-performing metrics and analysts through root cause analysis and solid action planning

    13. Perform monthly sit down sessions to gather insights and innovation ideas

    14. Execute administrative functions inside the team (i.e. time report reviews) and HR disciplinary actions (if needed)

    15. Ensure that SMEs are performing their duties and responsibilities

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