Team Leader (Digital Banking)

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