Responsibilities of the Role:

• Manages the daily operation of the team; reports the business management status to the leadership and discloses it to the team members in a timely manner.
• Communicates with the team members and answers their questions.
• Manages all problems of the team in a closed loop.
• Each Team Leader must handle the business of the agent team that he/she leads in the role of an agent at least once a month, to know the business development trend and the problems that their team members might encounter and develop standard problem-solving ideas and procedures.
• Has the sense of time management, performs time planning for each type of business, and exports business schedules.
• Support the Contact Centre in achieving its agreed service levels, Quality Standards and any other KPIs as communicated by Operations.
• Responsible in molding and guiding team members to achieve departmental goals and targets.
• Daily operational review of individual desk and able to provide justification for failures (if any).
• Respond to questions from all members in a timely and professional manner, regardless of their skill level, attitudes, requests, or demands.
• Provide topics of discussion to maintain the natural flow of the message.
• Collaborate with other departments to manage reputation, identify key players and coordinate actions.
• Ensure team members are providing accurate information to customers.
• Communicate performance against objective with the individual team members and to monitor constantly their performance in terms of agreed key performance indicators.
• Collaborate with other departments to manage outliers, identify key players and coordinate actions.
• Work with MIS Team to co-ordinate shift rosters for the team members and to ensure that agreed shifts will be covered.
• Conduct regular team meetings and buzz sessions to ensure that two –way communication is maintained between team members and management.
• Act as point of reference and assist staff with enquiries.
• Support the management team in the creation of management reports to agreed time scales with detailed analysis and recommendation.
• Undertake any administration associated with payroll, staff annual leave /MC applications, expense claims and amendments to staff rosters.
• Disseminate information received from client 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 customer complaints received by the team members and spend an agreed proportion of time answering queue.
• Identify areas for service improvement and make recommendations to the management team.

Requirements for the Role:

MINIMUM SKILLS REQUIRED:

• Been using Window OS, Windows Office, MS Outlook, Chrome and Internet Explorer for more than 3 years.
• Understand basic Internet Explorer settings and changing proxy.
• Typing speed above 40 wpm.
• Speak and type (language) at native level.
• Must be fluent in Mandarin and English.

EDUCATION

• Graduate from college or above, related professional on electronically is preferred with background in Electronics, communications, economics, management, etc.

EXPERIENCE

• At least one-year experience as an Assistant Manager in related job in companies of the related industries, such as consumer electronic product manufacturers, operators, and banks.
• Experience of leading a team of at least 15 members.
• Experience in other mainstream mobile phone manufacturers is an added advantage.

The Package:

• Attractive Salary (RM4,500 – RM4,700)
• Performance related bonus for confirmed staff.
• Annual Leave 15 days.
• Medical Leave 14 days.
• Medical and hospitalization coverage.
• Working Location: Menara TA One.