Team Leader- Call Center (Digital Banking SG) – English Speakers
Working location – CP Tower Section 16, Phileo Damansara, Petaling Jaya
Working hours - 24-7 rotation shifts- Monday – Sunday, 5 working days & 2 off days
Basic salary – RM 4,000- RM5,000
Operations Management
- Support the Operations Manager in ensuring that business KPIs are met.
- Ensure all relevant communications, KPI records, data, and reports are accurately updated and maintained for reference.
- Conduct needs analysis to identify areas for improvement and propose management recommendations.
- Perform audits to ensure compliance with business standards and policies.
- Manage projects, action plans, and deliverables within agreed timelines.
- Complete ad-hoc campaigns, projects, and assignments as required.
- Ensure daily tracking reports are updated and accurate.
- Prepare weekly, monthly, and quarterly reports in a timely manner.
- Conduct business presentations (weekly, monthly, or quarterly) to management and clients.
- Oversee site activities in the absence of the Operations Manager.
- Communicate issues and risks to the management team promptly.
- Act as the planner, strategist, and implementer of client initiatives and requests.
- Understand top user issues and recommend improvements to client products, processes, and policies.
- Ensure team members strictly adhere to call center discipline and guidelines.
Team Management
- Lead, mentor, and coach Customer Service Agents to achieve business KPIs.
- Actively monitor Customer Service Agents to ensure alignment with business goals.
- Build team connection by communicating directions, setting goals, and providing regular performance feedback.
- Engage with team members regularly through one-on-one reviews, team meetings, and skip-level sessions.
- Organize team activities (daily, weekly, and monthly) to maintain motivation, energy, and performance focus.
- Collaborate with WFM to ensure workforce planning meets business requirements.
- Handle and resolve escalations from team members and clients.
- Continuously evaluate, audit, and coach team members to ensure accurate information is provided to customers.
- Conduct interviews and support hiring processes as required.
Job Requirements:
- Possess a Diploma or Degree in a related field.
- Minimum 2 years of experience as a Team Leader in a contact center environment.
- At least 1 year of experience in the Financial Services industry (e.g., Banking or Insurance).
- Proven ability to supervise, train, coach, and motivate a team.
- Required skills: coaching, leadership, mentoring, business presentation, and people management.
- Strong critical and analytical thinking skills.
- Excellent written and verbal communication skills in English (mandatory).
- Strong interpersonal skills with the ability to build rapport with team members, internal stakeholders, and clients.
- Ability to multitask and work independently with minimal supervision.
- Proficient in Microsoft Office applications with experience in CRM systems.
- Familiarity with digital banking products and services.
- Flexibility to work various shifts, including weekends (24/7).
Job Type: Full-time
Pay: RM4,000.00 - RM5,000.00 per month
Application Question(s):
- What is your expected start date?
- What are your salary expectations?
Experience:
- Call center Team leader: 2 years (Preferred)
Work Location: In person