JB-799

Job Title : Team Leader Customer Service (Tech Account) - Korean

Job Category Type : Customer Service/ Call Centre / BPO

Currency : Malaysian Ringgit(MYR)

Salary : MYR 14000

Country : Malaysia

State : Kuala Lumpur

Benefits : Annual Leave;Maternity leave;Paternity leave;Medical Insurance Outpatient & Inpatient;Dental Coverage;Optical Coverage;Sick leave;Hospitalization;Flight Ticket (1 way);Accommodation (2 weeks upon arrival)

Job Description :

  • Managing a team of 20 to 25 FTE'
  • Client/Customer/People Management
  • Drive Performance in the team to meet targets
  • Manage the daily team activities and ensure the daily operations run smoothly.
  • Drive Team adherence and manage monthly scheduling.
  • Handling Escalations
  • Manage key business metrics like SLA's and CSAT
  • Run reports & conduct a thorough analysis of SLA misses.
  • Drive Continuous Improvement in the team along with metrics improvement
  • Generate dashboard and scorecards for the Team for review.
  • Performance management and appraisals for the entire Team.
  • Weekly Reviews to the Management on key deliverables.
  • One-One with the team and scheduled Monthly Team meetings.
  • Feedback and Coaching
  • Knowledge management for the team and quality control
  • Apply performance management strategies - action plans, BQ planning
  • Responsible for people/employee career development

WFH Allowance :

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Language Allowance :

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Housing Allowance :

Complexity Allowance :

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