Team Lead Social MediaID:45728

5,000 MYR ~ 10,000 MYRBayan BaruOver 3 months ago

Overview

  • Salary

    5,000 MYR ~ 10,000 MYR

  • Industry

    Call Center

  • Job Description

    • Company’s expectation of team leads is that 70% of their time is dedicated to coaching, shadowing and supporting their agents directly. Effective use of key dashboards and call activity reporting to ensure excellent performance rigor.
    • Ability to identify and grow talent, lead, motivate and coach direct reports in order to establish and develop an effective team; identify outliers and manage the team’s performance to continuous KPI achievement
    • Managing day-to-day operations – ensure consistent quality and productivity across channels (call, email, chat, etc.) to add maximum value for advertisers. Ensure consistent performance according to the relevant service level metrics or revenue/funnel goals.
    • Strong communication to ensure quarterly strategy as well as monthly and weekly priorities are understood and adhered to by agents. Able to adjust messaging to different target audiences (agent, Ops Manager, client) with to-the-point communication
    • Able to adapt quickly to changes in workflows/processes/procedures/product features
    • Proactively share existing bottlenecks and challenges with quantified impact on operations to allow appropriate prioritization
    • Able to clearly outline current performance drivers of their market and actions to improve
    • Maintain a professional and personable demeanor at all times

Qualifications

  • Requirement

    - Language : English / Japanese < JLPT N1 >
    - Experience :
    • 2-3 years’ experience in Japan subject to last experience and last drawn salary
    • 2 + years experience at handling customers within service/technical fields
    • Ability to explain what's driving their teams' performance in a concise and data driven way.
    • Ability to identify and grow talent, lead, motivate and coach direct reports
    • Proven ability to identify training needs and support development of programs
    • Proven ability and passion to coach in one-on-one and also in a team setting with a clear data driven approach and tangible output for agents to improve.
    • Previous personnel management experience with service/technical fields within Call Center environment or tech/service/sales industry
    • Familiarity with project management

  • English Level

    -

  • Other Language

    English, Japanese

Additional Information

  • Benefit

    1 month on pro-rated basis based on duration of service

  • Working Hour

    -

  • Holiday

    -

  • Job Function