Team Leader - Call Center BPO - support China and Hong Kong Market
Teleperformance Malaysia Sdn Bhd
Malaysia - Penang, Malaysia
4 hari yang lepas
source : Wisdom Jobs

Requirements Minimum a Certificate Diploma or Bachelor Degree in any field2-5 years experience as a Team Leader in a BPO industryHaving good leadership and coaching skillGood in native and english communication verbal and writtenAbility to speak read and write in Mandarin Cantonese is a must Preferable able to read and type in Traditional Chinese Character Open to work in Penang Malaysia Job Description 80 of Team Leader time is monitoring coachingFollow all steps of TOPS to manage their team and their shift on a daily basis to ensure 80 of their shift is spent managing their teamSupport motivate evaluate develop and coach their Agents to continually meet and exceed their individual team targetsCompletes regular monitorings of their teams handled contacts and provide appropriate feedback coaching and education to ensure Agents meet the minimum client requirementsProactively maintain and deliver the required service levels whilst maximizing productivity in the team to ensure the desired financial goals Provide real time support to Agents experiencing difficulties on calls and handles escalated irate and or upset customers inquiries promptly professionally when necessaryWorks together with a Point of Contact to identify issues and generate action plans for the KPI assignedEnsure all Teleperformance policies and procedures are adhered to including but not limited to Security HR Operations etc Any known infractions to these corporate policies and procedures are communicated to the Teleperformance Management immediatelyInteraction with other Departments WFM QA Payroll HR etc

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