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Responsibilities:Oversees daily team operations to ensure efficient workflow and achievement of team goals.
Drives customer satisfaction by delivering exceptional service through inbound and outbound voice interactions.
Motivates and empowers the team to exceed performance expectations and organizational objectives.
Develops and implements effective work processes to enhance customer experience and team efficiency.
Sets clear performance targets and tracks progress through regular performance reviews.
Delegates tasks and responsibilities to optimize team productivity and skill development.
Identifies training needs and delivers comprehensive training programs to enhance agent capabilities.
Manages shift operations to ensure optimal staffing and service levels.
Fosters a positive and collaborative work environment that inspires team members to excel.
Contributes to company growth by building a high-performing team and driving customer loyalty.
Requirements:Proficient in English & Japanese (Non-Natives need to possess JLPT N2 or above)
Coaching and communication skills
Minimum of 2 years' experience within a contact center environment as a Team Leader
Experience in Airline/Travel industry would be an added advantage
Excellent leadership and communication skills
Strong coaching and people-development skills through call listening, quality feedback, etc.
Ability to deal with demanding customers and escalations
Energetic and motivating individual
Creative thinking
Salary & Benefit:Permanent Position
Attractive remuneration package above market standards
Medical Allowance (Inclusive coverage for your direct family member)
EPF & SOCSO will be provided
Medical Leave & Medical Claim
Dental & Optical Allowance
Walking distance to office – Shelter nearby LRT / KTM Station
Your application will include the following questions:
Which of the following statements best describes your right to work in Malaysia?
What's your expected monthly basic salary?
Which of the following types of qualifications do you have?
How many years' experience do you have as a manager / team lead?
Have you worked in a call centre before?
Which of the following languages are you fluent in?
How would you rate your English language skills?
How much notice are you required to give your current employer?#J-18808-Ljbffr