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
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