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Team Leader (Night Shift)

The Job:

  • Provide quality and efficient customer service through the daily supervision of a team of Customer Relationship Executives.
  • Serve as a ”technical expert” in the shift liaising with market leaders.
  • Be the primary advocate for business initiatives at our Malaysian HQ.
  • Provide continual evaluation of processes and procedures and suggest methods for improvements on operations and efficiency from time to time.
  • Provide statistical and performance feedback, and coaching team members on a regular basis.
  • Lead and manage a team, support and coach / mentor new team members and motivate the team.
  • Contribute to the preparation of staff appraisals.
  • Ensure appropriate staffing levels are maintained.
  • Communicate company goals, practices, and deadlines to the team to ensure adherence.​
  • Recognize and celebrate team & individual accomplishments & exceptional performance.
  • Communicate issues, concerns and policies between the Management and team members.
  • Attend regular meetings as directed by the Management.
  • Provides help to the Management and keep them updated on the team as well as individual performance.

 

The Person:

  • Possesses at least a Diploma or Degree with at least 5 years of relevant supervisory experience.
  • Working exposure in a Call Centre would be an added advantage.
  • Results-orientated, a motivator, a team player.
  • An approachable person who is able to provide constant advice, coaching, problem solving and counseling to the team members.
  • Able to create and maintain a working environment of trust, mutual respect, open communication, teamwork and creative thinking in the team.
  • Lead by example (role model).
  • Able and willing to intervene when necessary to aid the group in resolving issues.
  • Excellent command of English (both written & spoken).
  • Must be able to work night shift.
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