Call Center Team Leader

**KEY ACCOUNTABILITIES**- To provide a positive and productive direction, requests and guidance to a group of customer care staffs to achieve departmental & company goals by delivering all expressed and implied KPI metrics and standards and any other task assigned by the Customer Care HOD.**JOB RESPONSIBILITIES**- Ensure smooth operation of all Call Centre components, emphasizing security control for consistent high-quality customer service.- Educate, coach, and manage Customer Service Executives to align with departmental objectives.- Support Cust Care management with accurate and timely reporting on key performance indicators.- Minimize system downtime and plan daily service delivery levels.- Manage irate customers professionally and handle unexpected call/case volumes.- Ensure compliance with documented procedures and implement cost-saving initiatives.- Address challenges and conduct weekly/monthly meetings, taking necessary actions.- Plan and strategize Cust Care Operations Support Unit deliverables based on targets.- Perform data analysis, develop charts/graphs, and present insights to OM & HOD.**Job Types**: Full-time, Permanent**Salary**: RM3,500.00 - RM4,000.00 per month**Benefits**:- Cell phone reimbursement- Dental insurance- Health insurance- Professional development- Vision insuranceSchedule:- Rotational shift**Experience**:- working as Customer Service Executive: 2 years (preferred)- Team Leader at Call Centre: 2 years (preferred)