Customer Service Team Leader
Kuala Lumpur /
City Teams – Malaysia /
Full-time
/ On-site
Responsibilities:
- Support, coach and manage the L1 Agent to ensure that both operational targets and service levels are achieved.
- Communicate performance against objective with the individual team members and to monitor constantly their performance in terms of agreed key performance indicator (log-on time, average handle time,quality & CSAT scores etc).
- Support Operations in achieving its overall service levels (average speed of answer, abandoned calls, % calls answered within service level etc).
- Conduct regular team meeting and buzz sessions to ensure that two-way communication is maintained between team members and management.
- Support the management team in the creation of management reports to agreed time scales.
- Undertake any administration associated with payroll, performance related bonus, staff annual leave/MC applications, expenses claim and amendments to staff rosters.
- Disseminate information received from contact point to the team members as soon as possible and to ensure the team members are fully briefed on the information received.
- Attend to any high-level user / customer complaints received from internal/external stakeholders.
- Identify areas for service improvement and make recommendations to the management team.
- Intraday real time monitoring of service levels for all queues.
- Drive real-time adherence to the expected capacity against the actual performance to achieve service levels and efficiency metric goals.
- Communicate and call out changes to incoming contact patterns and make necessary recommendations.
- Update and send reports related to the performance including but not limited to shrinkage, volume vs order and AHT
- Review and process Queue Change requests in real-time
- Monitor, manage, and control the schedule production for Operations including meal breaks, and management of short breaks.
- Identifies and actively drives team changes, staffing and training needed to support capacity needs.
- Provides input into resource planning discussions
What you'll need
- Experience in service, customer support, food & beverage, retail or other high volume e-commerce platforms
- Minimum 1 year of relevant professional experience as a Team Leader
- Bachelor's degree or college experience preferred
- Required languages - English, Bahasa Malaysia (both verbal and written)
- Candidates with Mandarin proficiency will be an added advantage as required to deal with Mandarin speaking user/driver
- Proficient in spreadsheet tools (Microsoft Excel, Google Sheets)
- Willingness to work shifts (weekends, early mornings, late nights, and occasional holidays)
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