Job Description for Team Leader:

- Graduates

- Flexible with rotational shifts and week-offs

- On paper, must have a minimum of 2+ years' experience as a Team Leader, with overall experience of 5+ years.

- Experience in the customer service voice process is required.

- Good communication and interpersonal skills

- Self-driven, enthusiastic, and result-oriented

- Proficient in Team and KRAs management, Attrition and Shrinkage management, Feedback, and coaching

- Ability to mentor the team to help them achieve individual and team objectives.

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Job Description for Team Leader:

- Graduates with a minimum of 5 years of overall experience, including at least 2 years of experience as a Team Leader in the customer service voice process.

- Must be flexible with rotational shifts and week-offs.

- Excellent communication and interpersonal skills are essential.

- Self-driven, enthusiastic, and result-oriented individual.

- Proficient in managing team performance, including setting and monitoring Key Result Areas (KRAs), attrition, and shrinkage management.

- Experienced in providing regular feedback and coaching to team members to enhance their performance.

- Ability to mentor and guide the team to achieve both individual and collective objectives.

- Ensure adherence to quality standards and service level agreements (SLAs).

- Collaborate with other team leaders and managers to optimize team performance and achieve organizational goals.

- Stay updated with industry trends and best practices in customer service management.

- Drive a culture of continuous improvement and innovation within the team.

- Handle escalations and resolve conflicts within the team effectively.