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Call Centre Team Leader

Operations and admin
Full-time
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KL Sentral, Kuala Lumpur

About The Job

Responsibilities: 

  • Overseeing customer service team to ensure all KPIs are met
  • Ensure the team adheres to the SOPs and to deliver high quality services to our clients
  • Monitor the Service level Agreement (SLA) as agreed by our Client, and to report any issues that arise on the floor effectively and efficiently
  • Continuously monitor agents’ performances, and to provide consistent and regular feedback to them
  • Responsible to generate hourly report, and to take action appropriately to maintain SLA
  • Always ready and proactive in suggesting any improvement plans to the management
  • To monitor agents attendance and to ensure the team strictly adheres to call centre guidelines

Job Requirements

Requirements
  • Candidate must possess at least Professional Certificate, Diploma/ Advanced/Higher/ Graduate Diploma, Bachelor’s Degree/Post Graduate Diploma/Professional Degree in any field.
  • At least 2 Year (s) of working experience in call centre or BPO environment
  • Candidates with supervisory skills or experience in team leader are encourage to apply
  • Must have proficiency in Microsoft products, especially Excel and Powerpoint
  • Excellent communication in English and Bahasa Malaysia and Mandarin – written and verbal
  • Required Skill(s): leadership, call centre management, time management, excel, reporting skills
  • With basic technical, software and hardware background will be any added advantage
  • Preference will be given to those who can commence work on short notice. 
  • Must be ready 24/7 shifting operation
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