**We are SummitNext Technologies Sdn. Bhd., a BPO and Technology Solutions provider located in Selangor, where innovation meets excellence.**- **Whatsapp details : +601133526043 (Kesha)**_As we embark on our rapid expansion, we are eagerly seeking talented individuals to join our team as **Team Leader (Mandarin Support) **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.- Excellent communication and writing skills in **Mandarin & English is mandatory.**:- Strong interpersonal skills and the ability to build rapport with Team members and both internal and external customers.- Able to multitask, work independently with mínimal supervision.- Ability to **work flexible hours, including weekends (24/7)****Salary**: RM3,500.00 - RM3,800.00 per month**Benefits**:- Maternity leave- Opportunities for promotion- Professional developmentSchedule:- Rotational shiftAbility to Commute:- Sungai Petani (required)Ability to Relocate:- Sungai Petani: Relocate before starting work (required)
