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Team Lead (Japanese / English Bilingual)

IntouchCXKuala Lumpur, Kuala Lumpur, Malaysia

30+ days ago

Job description

IntouchCX Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

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IntouchCX Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

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About IntouchCX

IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change.

About The Job

We’re changing the way people think about customer care, and we need your help!

We’re looking for a Team Lead to provide front-line direction to our Customer Service Representatives (CSRs), ensuring quality service is provided with every customer interaction. This role involves learning and maintaining the knowledge of our partners’ brand, philosophy, products, promotions and processes. This position will also promote professional and personal development through performance evaluations, training and career pathing plans.

Responsibilities

Manage and supervise CSRs
Ensure proficient training, professional development and employee engagement is sustained in order to prepare, grow and retain employees
Manage operational performance to meet Key Performance Indicators (KPIs) and Service Level Agreements
Analyze various reports and statistical data to measure production levels and identify root causes for underperforming areas
Use critical thinking to develop solutions to improve business performance and partner success
Motivate teams through relationship building and real-time coaching
Develop incentive programs to motivate CSRs to achieve desired outcomes
Coordinate changes in staffing schedules by collaborating with the Operations Support Team and / or Workforce Management Team
Collaborate with other departments within the organization (HR, IT, etc.) to properly resolve issues
Bring in-depth operational knowledge and a thoughtful point of view when participating in partner meetings
Gain expert level knowledge on all partner products and promotions
Demonstrate a positive work ethic and commitment to achieve the best possible outcomes
Act as a role model and exemplify our cultural values

Requirements

High school diploma or equivalent (required)

Some post-secondary education or completion of a post-secondary degree with a major in Business (or equivalent work experience)

Fluent in Japanese and English, written and oral

1-2 years of experience in contact center / customer service, with at least 1 year in a supervisory role

Experience handling escalated issues in a contact center

Typing speed of 30 WPM with accuracy

Basic knowledge of Google Suite (Sheets, Slides, Docs, Drive) is an asset

Ability to use spreadsheet applications for operational reporting

Excellent time management, organizational, and prioritization skills

Ability to work independently and in a team in a fast-paced environment

Willingness to work various shifts, including days, evenings, and holidays

Additional Information

Seniority level : Mid-Senior level

Employment type : Full-time

Job function : Information Technology

Industries : Outsourcing and Offshoring Consulting

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Team Lead • Kuala Lumpur, Kuala Lumpur, Malaysia