Team Leader (Japanese Native)

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

Base pay range

Job Responsibility

• Lead and manage a team of customer service / sales agents within the BPO environment.
• Drive the team to achieve KPIs, SLAs, and compliance standards specific to the fintech industry.
• Monitor daily operations, including case handling, call / chat / email quality, and workflow management.
• Provide coaching, mentoring, and feedback to enhance agent performance, customer engagement, and process compliance.
• Handle escalations from Japanese customers and provide quick resolutions in line with fintech regulatory guidelines.
• Conduct team huddles, training refreshers, and performance reviews to ensure continuous improvement.
• Collaborate with Quality, Training, and Client Services teams to address gaps in performance and processes.
• Ensure compliance with financial regulations, data privacy, and company policies.
• Prepare and deliver performance reports to management and clients, highlighting trends, challenges, and recommendations.
• Foster a positive and motivated work culture, encouraging collaboration and high performance.

Job Requirements

Job Benefits

Seniority level

Associate

Employment type

Full-time

Job function

Customer Service

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