My client is a Multinational Business Process Outsourcing (BPO) business covering the APAC region and they are on the lookout for several Team Leads for their Contact Center.
The vacancies are located in KL City Center (LRT Friendly).
As the Team Lead - Contact Center, you are responsible as follows:
• Leading and monitoring performance of the team
• Provide feedback on quality review to call center employees and management
• You will perform quality checks and audits of inbound and outbound calls to ensure adherence to policies and
procedures and high level of customer service
• Participate in continuous quality improvement initiatives
• Serve as a resource to the team regarding quality concerns
The ideal candidate for this vacancy should possess a Diploma as a minimum with good command of English and Bahasa Malaysia, ideally from a BPO/Contact Center environment in the space of handling inbound calls, email, chat, outbound call and others.
This is a shift based role hence applicants must be open to changing shifts and operation hours.