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Team Lead (Hospitality Industry)

Agensi Pekerjaan JobScoper Sdn. Bhd.Kuala Lumpur, Kuala Lumpur, Malaysia

1 day ago

Job description

Team Lead (Hospitality Industry) at Agensi Pekerjaan JobScoper Sdn. Bhd.

Overview

Join to apply for the Team Lead (Hospitality Industry) role at Agensi Pekerjaan JobScoper Sdn. Bhd.

Base pay range

Job Responsibilities

Supervise, coach, and mentor a team of customer service representatives handling hospitality-related accounts.
Monitor daily operations to ensure adherence to service level agreements (SLAs), quality standards, and client expectations.
Conduct regular performance reviews, provide feedback, and implement action plans to improve productivity and service delivery.
Handle escalated customer issues, ensuring timely and effective resolution while maintaining customer satisfaction.
Prepare and analyze performance reports (attendance, quality scores, KPIs) and present findings to management and clients.
Collaborate with training and quality teams to identify skill gaps and provide targeted coaching.
Support workforce management by assisting in scheduling, forecasting, and resource allocation.
Drive team engagement, motivation, and professional growth through recognition programs and career development initiatives.

Job Requirements

Experience as Team Lead or Supervisor in a customer service facing sector, including hospitality (e.g., hotel service / front desk supervisor, retail supervisor, restaurant supervisor).

Working experience in BPO / Call Centre.

Proficiency in English and Mandarin.

Ability to work in rotational shifts.

Immediately available to start the job.

Job Benefits

Provided training.

5 working days per week.

EPF & SOSCO.

Annual leave & Medical leave.

Near to LRT Station.

Additional details

Seniority level : Associate

Employment type : Full-time

Job function : Customer Service

Industries : Human Resources Services

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Hospitality Industry • Kuala Lumpur, Kuala Lumpur, Malaysia

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