Team Leader - BPO Operations

Job Summary:
The Coach plays a critical role in driving performance, engagement, and development of customer service associates. They act as mentors, providing real-time coaching, feedback, and support to ensure team members meet key performance indicators (KPIs) and quality standards.

Job Description:

Leads and drives the team for continuous improvement towards set goals

Manage metrics and monitors team performance

Responds timely and accurately to the escalations of the direct reports

Assist Level 1 support towards 1st time resolution including identifying need for call back

Verifies problem and validates escalation prior to further escalation

Identify team issues and provide sound advice based on good judgment

Adheres to support workflow are requirements to achieve SLA

Identifies hot issues and deals with it appropriately

Conducts weekly team meetings and performs quality monitoring of agents and feedback findings

Monitors agents performance and updating their records on a regular basis

Prepares reporting requirements to immediate supervisor and clients

Plans, assigns and directs work to the team/employees in cooperation with the supervisor

Job Requirement:

SPM or Equivalent education qualification

Minimum 2 years of exposure as an Operations Supervisor or Team Leader in a BPO set up.

Able to speak, read and write in Mandarin, Cantonese, and English.


Benefits:

Attractive salary package

13th month bonus provided

Office located walking distance to LRT & MRT Ampang Park

Health and life insurance provided