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Open nowFirst seen 4 days ago

Team Leader - Customer Service

SummitNext Technologies Sdn Bhd224 open roles

Where
Sungai Petani, Kedah, Malaysia
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Your applicationOpen nowTeam Leader - Customer ServiceSummitNext Technologies Sdn Bhd · Sungai Petani, Kedah, Malaysia

  1. YouYes, apply to this one.

  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on SummitNext Technologies Sdn Bhd's own form.

The reply lands in your private mailbox

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The clock on this job

Early applications get read.

12.3% of postings close within 7 days. Measured by our own scanner across the market.

Share of postings closed within
  1. 2.1%1 day
  2. 4.5%3 days
  3. 12.3%7 days
  4. 19.3%14 days
  5. 35.6%30 days
  6. 57.8%60 days
This job: first seen 4 days ago

The posting

Job Description

We are SummitNext Technologies Sdn. Bhd., a BPO and Technology Solutions provider located in Selangor, where innovation meets excellence.

As we embark on our rapid expansion, we are eagerly seeking talented individuals to join our team as Team Leader to provide unrivalled support to our clients in the logistics industry.

Responsibilities :

1. Operations Management

  • Ensure all relevant communications, KPIs record, data and reports are updated and recorded for reference.
  • Run projects, deliver action plans and deliverables within agreed timeline.
  • Ensure daily tracking reports are updated & accurate.
  • Prepare Weekly/Monthly/Quarterly reports in a timely manner.
  • Conduct weekly, monthly or quarterly business presentations to management and client.
  • Responsible to manage the overall site activities in the absence of the Operations Manager
  • Communicate issues and risks to the management team as appropriate.
  • Required to be the Planner, Strategist & Implementer of the Client's initiatives and requests.
  • Ensure team members strictly adhere to call centre discipline & guidelines.

2. Team Management

  • Lead, mentor and coach Customer Service Agents to meet business KPIs.
  • Conduct active monitoring of Customer Service Agents to ensure that they are aligned in meeting the business KPIs.
  • Creating team connection, communicating directions, goals and providing regular performance feedback to the team.
  • Perform regular contact engagement with team members, example: one to one performance review, team meetings and skip level sessions.
  • Conduct activities in the team (daily, monthly, weekly) to keep the team motivated, energised, and performance focused.
  • Handles and resolves escalations from team members and clients.
  • Constantly evaluate, audit and coach team members to provide accurate information to customers.
  • Conduct interviews when hiring is required.

Job Requirement:

  • Minimum 2 years of experience as Team Leader in a contact centre environment.
  • Must be able to supervise, train, coach & motivate a team.
  • Required skill(s): coaching skills, leadership and mentoring, ability to do business presentations, and People Management.
  • Must be a critical and analytical thinker.
  • Strong interpersonal skills and the ability to build rapport with Team members and both internal and external customers.
  • Able to multitask, work independently with minimal supervision.
  • Proficient in Microsoft Office applications and experience working with CRM systems.
  • Ability to work flexible hours, including weekends
  • 5 days a week

Job Type: Full-time

Pay: RM4,000.00 - RM5,000.00 per month

Benefits:

  • Maternity leave
  • Opportunities for promotion
  • Professional development
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    The review screen in CV Rocket: how each CV was read, round by round.

  3. We apply on SummitNext Technologies Sdn Bhd's form

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    An application in CV Rocket: every answer filled in on the employer's form.

  4. Every reply, sorted

    SummitNext Technologies Sdn Bhd's answer lands in your private mailbox, and we classify it on arrival: interview, question, rejection.

    The CV Rocket inbox: each employer reply classified as an interview, an action or a rejection.

  5. Reply with AI

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  6. The interview in your calendar

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    An interview invitation in the CV Rocket inbox, added to the candidate's calendar.
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