Total 2 Procurement Leader job vacancies in Customer Service category in Kuala Lumpur, Kemaman

As a Team Leader in Customer Service Operations, you will play a crucial role in driving the success of our customer service team. Your responsibilities span operations management and team leadership, ensuring that business KPIs are not only met but exceeded. You will collaborate closely with the Operations Manager, taking charge in their absence and actively contributing to the strategic planning and execution of client initiatives.

Key Responsibilities:

1.    Operations Management:

• Support the Operations Manager in achieving business Key Performance Indicators (KPIs).
• Ensure timely and accurate updates of all relevant communications, KPI records, data, and reports for reference.
• Conduct needs analysis to identify areas for improvement and propose recommendations to management.
• Perform audits to ensure business compliance is adhered to.
• Lead and execute projects, delivering action plans and deliverables within agreed timelines.
• Manage ad-hoc campaigns, projects, and assignments within agreed timelines.
• Ensure daily tracking reports are updated and accurate.
• Prepare weekly, monthly, and quarterly reports in a timely manner.
• Conduct weekly, monthly, or quarterly business presentations to both management and clients.
• Manage overall site activities in the absence of the Operations Manager.
• Communicate issues and risks to the management team as appropriate.
• Act as the Planner, Strategist, and Implementer of client initiatives and requests.
• Understand top user issues and make recommendations to improve client products, processes, and policies.
• Ensure team members strictly adhere to call center discipline and guidelines.
• Peak with merchants in WA if need be for urgent case resolutions.

2.    Team Management:

• Lead, mentor, and coach Customer Service Agents to meet business KPIs.
• Conduct active monitoring of Customer Service Agents to ensure alignment with business KPIs.
• Foster team connection by communicating directions, goals, and providing regular performance feedback.
• Engage with team members through activities such as one-to-one performance reviews, team meetings, and skip-level sessions.
• Conduct various team activities (daily, monthly, weekly) to keep the team motivated, energized, and performance-focused.
• Collaborate with Workforce Management to ensure workforce planning aligns with business requirements.
• Handle and resolve escalations from team members and clients.
• Continuously evaluate, audit, and coach team members to provide accurate information to customers.
• Conduct interviews for hiring when required.

Job Requirements:

• Proven experience as a Team Leader or in a similar leadership role.
• Excellent organizational and multitasking abilities.
• Strong understanding of customer service principles and practices.
• Proficient in using relevant software applications.
• Ability to work in a fast-paced environment and adapt to changing priorities.
• Exceptional leadership, coaching, and mentoring skills.
• Effective problem-solving and decision-making capabilities.
• Flexibility to work on a shift basis, including weekends and holidays.
• Familiarity with the hiring process and conducting interviews.
• Knowledge of workforce planning and management.
• Fluent in spoken and written English; proficiency in Mandarin is an added advantage

As a Team Leader, you are responsible for ensuring consistency of approach & process across all Customer Support teams.

What you will do:

• Provide strong leadership and guidance to the team
• Motivate, coach, inspire and develop everyone within the team
• Ensure that support cases are prioritised in line with agreed parameters
• Take ownership of customer escalations on a regular basis, striving for timely resolution and performing root cause analysis where required
• Manage the performance and development of everyone within the team. This incorporates 1:1 reviews, supporting personal development plans, ongoing coaching and conducting 6 monthly and annual performance development reviews
• Proactively manage and plan the resolution of all outstanding customer support cases within your area of remit. This includes driving resolution %, whilst also effectively managing aged support cases, with up to date plans to resolve all outstanding cases.
• Effectively plan and review resource availability of the team to ensure adequate resources are available to meet forecast demand. To reassess plans on an ongoing basis and make any necessary adjustments to shrinkage.
• Work with support manager to ensure through induction procedures for new starters.
• As part of the leadership tea, you will be responsible for driving improvements and creating enthusiasm regarding change.
• Foster an environment of continuous improvement and development, measuring success.
• You will need to drive the achievement of SLA’s and KPI’s, including measuring, monitoring, managing, and communicating. You will set SMART objectives to support any key areas of focus.
• To comply with the company’s information and security requirements and all the company’s business procedures, policies, and ISO/BS standards.
• You will serve in a dual capacity as both a Team Leader and an Application Support Consultant, with equal allocation of responsibilities (50:50).