Call Center - Team Leader (Mandarin & English Speaker)

Job Description:

• Take lead and partner with the team to service our top tier VIP clients on regular basis for relationship building via phone calls and emails. Candidate should possess some degree of up-sell skills to perform this role effectively. 
• Assist leadership team to manage overall operations of the contact centre.
• Assist to drive operational KPI like service level, abandoned rate, average handling time, customer satisfaction, email/chat response rate etc.
• Work with Operation Manager to minimize shrinkage, attrition, dissatisfied contacts, complaints etc.
• Ensure all relevant communications and data are updated and recorded.
• Ensure action plans and deliverables are met within agreed timeline.
• Handle on ad-hoc projects/assignments.
• Active monitoring, support, and coach team members performance in align with departmental KPI.
• Perform regular contact with team members like 1-1, team meeting, performance review etc.
• To ensure team members provide accurate information to users.
• Communicate effectively with team members and users.
• Above average command of Mandarin and English.
• Motivate team members to perform better.
• Conduct interviews when hiring is required.
• Generate relevant reports for operational discussion and analysis.
• Handle escalations if required.
• Manning of escalation queues.

Job Requirements:

• Applicants should be Malaysians citizens
• Candidate should possess a Diploma / Advanced Diploma, Bachelor Degree or equivalent in All Business Field,Finance / Accountancy / Banking
• Preferably at least 2 years experience as a Team Leader / Manager in banking and/or financial services call center.
• Required spoken language(s): English & Mandarin
• Required written language(s): English & Mandarin