Vacancy: Team Lead Customer Service – Mandarin Speaker
✅ Location: Kuala Lumpur Sentral, Malaysia.
✅ Salary: RM 7000
✅ Candidates should have Telecom experience and team lead experience in a BPO set up (minimum one year SMEs can be accommodated so long as profile is strong.
✅ Country to Support: Singapore
✅Work Hours: Rotational Shift (Weekends off) Start as early as 7AM and closing shift is 2PM to 11PM.
✅Joining Date: 1st October, 2024.
✅Education: Diploma & Above, or SPM with strong experience.
✅ 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
Job Types: Full-time, Permanent
Pay: RM7,000.00 per month
Application Question(s):

• What nationality are you?
• Can you speak, write and read Mandarin?
• How many years of Team lead Experience?
• Do you have experience managing Telecom Project (Yes/No)?
• How many years of experience in BPO company:
• The role is urgent, the joining date is 1st October 2024, can you join?
• The role is urgent, the joining date is 1st October 2024, can you join (Notice Period)?
• The salary is fixed, the max salary is RM 7,000 are you okay with it?
• Rotational shift, are you okay with it?