Team leader Mandarin
Gratitude IncTeam leader Mandarin
Job Description
Key Skills
2 candidate(s) have already applied for this Job. Apply now
Mandarin - Team Leader Telcom*
Some details/work conditions:
1. Candidate should have managed a *Telecom project exp*
2. Candidate should have a team lead experience in a BPO set up (minimum one year)
3. Candidate should be a Mandarin speaker
4. Project: Telecom
5. Work Hours: should be open to work until 11PM and open to work on weekends (project may potentially shift to a 24-7 operations in the future)
6. Salary: up to 6400 RM base + cellphone allowance + monthly KPI allowance
7. Work Location: KL Sentral
8. DOJ: 1st April, 2024
9. Education: SPM & above
Responsibilities:
The responsibility of the team lead is to ensure that organizational metrics and goals are met by rallying and motivating a team of up to 20 team members
1. Motivate and strategize how the team will meet efficiency, productivity and consistency targets.
2. Ability to understand the CTQ parameters that affect the process and work on them.
3. Perform twice a month check-point on the analyst's performance using scorecards as a point of discussion
4. Chart a career development plan for the analysts and provide guidance on how to achieve personal and career goals
5. Elevate and escalate red flags to management on a duty of care perspective
6. Ensure that team schedules are communicated; leave requests are attended to and team attendance is monitored. Chronic absentees should be managed.
7. Guarantee that base operational expectations and information security policies are enforced
8. Identify improvement opportunities in workflows and suggest solutions. Create a culture of innovation
9. Facilitate team meetings and team huddles
10. Create an engaging and fun work atmosphere for the team
11. First point of escalation and clarification on HR-related matters and concerns
12. Course correct non-performing metrics and analysts through root cause analysis and solid action planning
13. Perform monthly sit down sessions to gather insights and innovation ideas
14. Execute administrative functions inside the team (i.e. time report reviews) and HR disciplinary actions (if needed)
15. Ensure that SMEs are performing their duties and responsibilities
Role
Team Leader
Timings
Rotational Shifts (Permanent)
Industry
BPO
Work Mode
Work from office
Process
Voice
Functional Area
ITES / BPO / Customer Service
Note: Myglit doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@myglit.com.
Interview Tips
- Giving the VNA round?
- What are the most important skills you acquired as a Soft Skills/VNA trainer?
- How would you handle an irate customer?
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