Team Leader (Need Experience)

Job Responsibility Lead and manage a team of customer service representatives supporting e-commerce clients. Oversee daily operations to ensure adherence to service level agreements (SLAs), quality standards, and client expectations. Conduct coaching, training, and performance evaluations to enhance agent productivity and service delivery. Handle escalated customer issues and provide quick, effective resolutions to ensure customer satisfaction. Collaborate with cross-functional teams (quality, training, workforce management, and operations) to improve processes and service efficiency. Monitor team performance metrics such as average handling time (AHT), customer satisfaction (CSAT), first contact resolution (FCR), and order resolution timelines. Job Requirements Need experience as a team leader in a call centre / BPO company. Must be fluent in English and Mandarin. Willing to work in rotational shifts. Willing to relocate to KL. Job Benefits Provided training. EPF & SOSCO. Annual leave & medical leave. Near to LRT / MRT Station.

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