Team Leader Customer Support

We are SummitNext Technologies Sdn. Bhd., a BPO and Technology Solutions provider, 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 in Sungai Petani, Kedah.

Responsibilities:

1. Operations Management

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

2. Team Management

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

Job Requirement:

1. Minimum 2 years of experience as Team Leader in a contact centre environment.
2. Must be able to supervise, train, coach & motivate a team.
3. Required skill(s): coaching skills, leadership and mentoring, ability to do business presentations, and People Management.
4. Must be a critical and analytical thinker.
5. Strong interpersonal skills and the ability to build rapport with Team members and both internal and external customers.
6. Able to multitask, work independently with minimal supervision.
7. Proficient in Microsoft Office applications and experience working with CRM systems.
8. Ability to work flexible hours, including weekends.
9. 5 days a week.