Team Leader

Work Location: Kuala Lumpur Sentral, Malaysia

Essential Functions/Core Responsibilities

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

Generic & Behavioral Skills

• Excellent verbal and written communication skills.
• Should be willing to work in shifts along with the team in customer business time.
• Overall should be a good team player with willingness to learn and drive to achieve.
• Practice and focused on Metrics.
• Good Excel skills and Reporting knowledge
• Should be able to drive Continuous Improvement in process.
• Compliance - 100% IT-Sec and on time and accurate ILC clocking in last 6 months
• Awareness on SLA/SLO Metrics and should be flexible for 24*7 shifts.

Other Qualifications

• Diploma/Bachelor's degree holder
• Must have a relevant Team Leader experience in a BPO setting for 6 months and up

Education Requirement: Diploma