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Team Leader (Need Experience)
Agensi Pekerjaan JobScoper Sdn. Bhd.Kuala Lumpur, Kuala Lumpur, Malaysia13 hari lalu
Penerangan pekerjaanNeed 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. Provided training. EPF & SOSCO. Annual leave & medical leave. Near to LRT / MRT Station.
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
Job Benefits
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Team Leader • Kuala Lumpur, Kuala Lumpur, Malaysia
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