Team Lead (Korean / Japanese Speaker)

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Process Trainer (Korean / Japanese Native | English B2 Level)

Key Responsibilities:

1. Train new hires on product and process
2. Work with Operations & Quality teams to improve performance
3. Conduct refresher sessions and track training effectiveness
4. Utilize GDS knowledge to enhance training programs
5. Support quality audits and feedback when needed

Team Leadership Responsibilities:

1. Lead a team of 20-25 agents to meet key performance metrics
2. Ensure smooth daily operations and manage escalations
3. Drive key business metrics like SLA, CSAT, and adherence
4. Provide coaching, performance management, and career development

ADDITIONAL INFORMATION

Job Nature: Customer Services/ Contact center/ BPO/ Shared Services