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Team Leader Call Center

TelecontinentKuala Lumpur, Kuala Lumpur, Malaysia

30+ days ago

Job description

Telecontinent Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

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Telecontinent Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

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This range is provided by Telecontinent. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

Job Responsibility

Assist the Operations Manager in overseeing daily operations and ensuring team performance.
Supervise a team of Malaysia, Singapore and Hong Kong to drive productivity and performance.
Monitor KPIs, including monthly targets, quality evaluations, attendance, and punctuality.
Coach, motivate, and mentor team members to exceed performance expectations.
Handle escalated inquiries and resolve issues quickly and effectively.
Ensure adherence to company policies, processes, and service standards. Track and manage team attendance and work schedules to ensure efficiency.
Collaborate with multiple departments to enhance performance, training, and reporting.
Conduct performance reviews and implement improvement plans for staff.
Generate daily reports and ensure accurate tracking of team progress.

Job Requirements

Open for Malaysian citizen.

Demonstrated fluency in both spoken and written English, Mandarin due to market served.

Immediate commencement is highly desirable.

Minimum Diploma, Degree, or equivalent qualification in any field.

At least 3 year of experienced in the BPO contact centre industry, preferably in telemarketing, customer service OR lead generation.

Strong supervision, coaching, leadership, and people management skills.

Critical thinking, analytical skills, and problem-solving abilities.

Ability to multitask and work independently with minimal supervision.

Proficiency in Microsoft PowerPoint and Excel.

Job Benefits

Remuneration package : - Basic : up to RM4500 - KPI allowance : up to RM1500 (Based performance)

Note : Basic salary will be determined based on the candidate's years of relevant experience, skill set, and performance during the interview process.

Annual salary increment & performance bonus

Medical & hospitalization covered

EPF, SOCSO and EIS covered

Working hours : - 8 working hour, 2 days off - - No midnight shift 5 working days

Note : Working hours are subject to change based on business and operational requirements.

External training will be provided and potential career progression opportunities

Working location : Menara Tokio Marine Life, No 189 Jalan Tun Razak, 50400 Kuala Lumpur. Nearby Ampang Park MRT2 / LRT station (within 5-minute walking distance)

Seniority level

Associate

Employment type

Full-time

Job function

Customer Service

Industries

Outsourcing and Offshoring Consulting

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