Team Leader Non / Native Japanese + Eng B2

Team Leader Non / Native Japanese + Eng B2

Remuneration: RM12,500 (basic for native) OR RM10,500 (basic for non-native) + KPI allowance + Shift allowance
Work Location: 2 HC for KL Sentral AND 1 HC for Cyberjaya
Work Hour: 24*7 on shift
Note: Travel OR Healthcare project

Roles & Responsibilities:

1. Managing a team of 20 to 25 FTEs
2. Client/Customer/People Management
3. Drive Performance in the team to meet targets
4. Manage the daily team activities and ensure the daily operations run smoothly
5. Drive Team adherence and manage monthly scheduling
6. Handling Escalations
7. Manage key business metrics like SLA's and CSAT
8. Run reports & conduct a thorough analysis of SLA misses
9. Drive Continuous Improvement in the team along with metrics improvement
10. Generate dashboard and scorecards for the Team for review
11. Performance management and appraisals for the entire Team
12. Weekly Reviews to the Management on key deliverables
13. One-One with the team and scheduled Monthly Team meetings
14. Feedback and Coaching
15. Knowledge management for the team and quality control
16. Apply performance management strategies - action plans, BQ planning
17. Responsible for people/employee career development

Generic & Behavioral Skills

1. Excellent verbal and written communication skills
2. Should be willing to work in shifts along with the team in customer business time
3. Overall should be a good team player with willingness to learn and drive to achieve
4. Practice and focused on Metrics
5. Good Excel skills and Reporting knowledge
6. Should be able to drive Continuous Improvement in process
7. Compliance - 100% IT-Sec and on time and accurate ILC clocking in last 6 months
8. Awareness on SLA/SLO Metrics and should be flexible for 24*7 shifts