*ROLE: - Team lead Customer Service - Mandarin Speaker*
Location: Kuala Lumpur, Malaysia
✅Salary: RM 7,000
✅ Project: Telecommunication
✅ Language: Mandarin
✅ Joining date: ASAP
✅Work Hour: Rotation Shift
✅Education: SPM /Diploma/Degree
✅ *Experience: Telecommunication Experience is Mandatory, any SME/Senior Agent with telecom experience will also do*
*✅Role & Responsibilties:*
* Motivate and strategize how the team will meet efficiency, productivity and consistency targets.
* Ability to understand the CTQ parameters that affect the process and work on them.
* Perform twice a month check-point on the analyst's performance using scorecards as a point of discussion
* Chart a career development plan for the analysts and provide guidance on how to achieve personal and career
* goals.
* Elevate and escalate red flags to management on a duty of care perspective
* Ensure that team schedules are communicated; leave requests are attended to and team attendance is
* monitored. Chronic absentees should be managed.
* Guarantee that base operational expectations and information security policies are enforced
* Identify improvement opportunities in workflows and suggest solutions.
* Create a culture of innovation
* Facilitate team meetings and team huddles
* Create an engaging and fun work atmosphere for the team
* First point of escalation and clarification on HR-related matters and concerns
* Course correct non-performing metrics and analysts through root cause analysis and solid action planning
* Perform monthly sit down sessions to gather insights and innovation ideas
* Execute administrative functions inside the team (i.e. time report reviews) and HR disciplinary actions (if needed) Ensure that SMEs are performing their duties and responsibilities.
Job Type: Full-time
Pay: RM6,000.00 - RM7,000.00 per month