Call Center Team Leader - Immediate Hiring (RM2900) - Energetic Workplace

Utility GLC Company 

Start date: May 2024.

Candidates MUST have 2 years of Team Leader experience and must be able to Start work at Jalan Anson, Penang.

Serious candidates and Immediate starters only!!!

Salary: RM 2900 (Renewable 1 year contract)

Job Descriptions

A. Floor Team Leads 

On the operation floor with CSA all the time; 

1. Take over call when CSA is giving poor quality transactions or inaccurate information. 
2. Assist staff when they experienced difficulties in handling transactions.
3. Responsible in managing CSA quality in operation (for example including but limited to, Average Handle Time (AHT) control, After Call Work (ACW), motivating staff, coaching). 
4. Conduct Real Time Management (RTM). 
5. Communicate with station for escalated cases by CSA. 
6. Manage Level 2 escalation (supervisory incoming transactions and outbound transactions – call back and follow-up) in the event the CSA is unable to resolve the issue. 
7. Other monitoring and tasks as required by TNB. 

B. Desktop Team Leads 

1. Produce performance report and monitoring. 
2. Conduct Near Term Meeting (NTM). 
3. Perform tracking on Request Call Back (RCB). 
4. Managing Variance Significant Factor (VSF) with a target of less than one (1). 
5. Other monitoring as required by the Client. 

In the event of Shrinkage and call spike, Team Leaders (both Floor and Desktop TL) must assist in managing the calls and coming up with mitigation action (overtime, call up of the standby CSA etc. via real time management – RTM. Team Leaders also need to manage Near Term Meeting (NTM).

Job Requirement

• Minimum two (2) years’ experience in Contact Centre field as a Team Leader.
• Both Floor and Desktop TL should possess strong spoken and written communication skills in both Bahasa Malaysia and English Language.