Sellbytel Malaysia

Team Lead (English & Malay Speaker)

  • locationKuala Lumpur, Malaysia
  • job typeFull time
  • salary5500 MYR/Monthly

Responsibility:

  • Ensure business and individual agreed KPI’s are met on a day to day basis. Implement action plans to proactively address gaps on a ongoing basis.
  • Ensure sufficient headcount on a day to day basis in order to meet SLA, RESOLUTION TIME and CSAT KPI’s by country, region and overall.
  • Provide statistical and improve area operations, efficiency and service to both internal and external performance feedback and coaching on a regular basis to each team member. Write and administer performance reviews for skill improvement
  • Be available for employees that experience work and/or personal problems, providing appropriate coaching, counseling, direction and resolution.
  • Performance Management out outliers in a prompt manner align to HR procedures and guidleines. 
  • Drive and build effective day to day client relationships.
  • Effectively communicate to all external client stakeholders on a regurlar basis. 
  • Responsible for preparing and presenting business reviews to the client on a weekly, monthly, quarterly and adhoc basis. 
  • Able to use quantitative abilities to make effective, strategic decisions and able to exercise extraordinary judgment as a key stakeholder in defining our long-term long-tail service strategy and able to work independently.
  • Provide daily direction and communication to employees in a timely, efficient and knowledgeable manner. Provide continual evaluation of processes and procedures. Responsible for suggesting methods to customers.
  • Drive daily operation of call center to include the development, analyses and implementation of staffing, training, telemarketing, scheduling, and reward/recognitioprograms. Work as a member/leader of special or on-going projects that are important to area/process improvement
  • Share continual responsibility for deciding how to manage the employees ensuring calls are handled efficiently and effectively
  • Establish work procedures and processes that support company and departmental standards, procedures, and strategic directives
  • Have appropriate judgment in upward communication regarding department or employee concerns
  • Work directly with teams to resolve all internal consults, resolve customer escalations and manage customer communications for service outages or known issues and more
  • Define team structure, workflow, tools, and system requirements, innovative

Training & Development:

  • Ensure employees have appropriate training and other resources to perform their jobs. Respond to and resolve employee relations issues expressed by team members; create and maintain a high quality work environment so team members are motivated to perform at their highest level
  • Address disciplinary and/or performance problems, according to company policy. Prepare warnings and communicate effectively with employees on warnings and make effective/appropriate decisions relative to corrective action as required
  • Recognizing growth opportunities, future oriented, building team skill sets, positive attitude, organized, proactive and a team player 
  • dentify and implement initiatives to drive customer satisfaction, increase efficiency, and boost team productivity for small business customers
  • Attend training on new/updated products or procedures

Requirement:

  • Minimum Bachelor’s Degree required
  • Must be client’s app user and/or familiar with using the client app and its features (include username in application)  Fluent in English and Malay language (spoken,written,reading)
  • Fluent in local Chinese (Mandarin/Cantonese) language (spoken,written,reading)
  • Have prior Customer Service experience
  • Have prior Account Management experience
  • Have prior Supervisory experience
  • Data analysis skills required
  • Competency in speaking, reading and writing in required native language in business discipline
  • Have good interpersonal and team-working skills, allowing them to engage positively with all members of their team and provide leadership and support, where required
  • Goal oriented and innovative 
  • Be professional and cooperative, to ensure an effective working partnership with Stakeholders, subject specialists and staff
  • Have excellent organizational and administrative skills (including attention to detail)
  • Have good presenting/training skills (for sharing standards with colleagues and team-members) 

Disclaimer

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