Team Leader

• Candidate must possess at least Diploma or relevant certificate in any field
• Fluent in English and Mandarin, with basic understanding of Hokkien.
• Minimum 1 year experience in Customer Services field (call center is advantageous)
• Good presentation & negotiation skills with the ability to customize the product to customer needs
• Computer literate
• Positive working attitude and ability to work in a fast-paced and dynamic environment
• Independent, proactive and self-driven

• To lead the day-to-day running of the campaign.
• To make sure that the KPIs set by the Management for the campaign are achieved.
• To set deadlines to achieve the tasks given.
• To monitor agents' performance including call reviews.
• To ensure sufficient head counts report to work daily. You will be informed of the minimum head count for the campaign.
• You have to immediately report to your superior once the head counts fall below a certain number, either due to resignation or not turning up for work.
• To schedule and organize shift patterns for team members.
• To understand the products, services, procedures, and guidelines and communicate the same to all team members.
• To report immediately to your superior and the campaign representative if the telephony system or RM systems are down or for any other reason, the call floor is not able to function. In any case, the reporting must be made no later than 20 minutes of downtime.
• To interview candidates applying for agent work in the absence of the superior.
• To motivate agents in achieving targets.
• To counsel agents and discover training required who are not performing
• To reprimand and refer to superior on agents who are not performing or with disciplinary issues.
• To come up with a monthly plan to achieve target and KPI.
• To come up with challenges for the agents to achieve target and sales.
• To plan and decorate the call floor ensuring a conducive environment.
• Recognize high performance and reward accomplishment.
• To ensure all correspondence if any, is replied to within 3 days.
• To report tardiness or attendance issues to ensure the team follows the rules and regulations set by the company
• To report daily sales to management via WhatsApp group.
• Resolve all complaints, concerns, and issues promptly and professionally, if any.
• Demonstrating knowledge of the organization’s expectations.
• To set up the campaign process flow to keep as reference
• Using tools (e.g. databases, spreadsheets) to manage data and to allow for analysis.
• To ensure all responsibilities are carried out effectively, efficiently, and with integrity.
• To undertake additional responsibilities or perform ad-hoc tasks as and when required by the superior, from time to time.

• EPF
• SOCSO
• ANNUAL LEAVE
• MEDICAL
• ALLOWANCE
• KPI
• NEAR PUBLIC TRANSPORT
• POSITIVE WORKING ENVIRONMENT

Ability to commute/relocate:

• Petaling Jaya: Reliably commute or planning to relocate before starting work (Required)