Team Leader - Operations

Designation: Team Leader

Position Summary

The Team Leader is responsible for supervising a team of chat support agents, ensuring high performance in quality and productivity. The role involves team management, coaching and development, policy compliance, administrative tasks, and acting as a liaison between management and team members.

Education & Experience

• Graduate
• Minimum of 1 year experience as a Team leader in chat process for international credit card/financial service programs

Roles and Responsibilities

Team Management

• Monitor team performance using reports and systems
• Implement floor policies and manage daily operations
• Ensure system readiness and resolve technical issues
• Provide on-the-spot support to CCPs
• Conduct regular coaching and team huddles

Coaching & Development

• Provide feedback and performance analysis to team members
• Address hotline behaviour and compliance issues
• Attend calibration meetings and ensure process adherence
• Create and manage Individual Development Plans (IDPs)

Staff Development & Mediation

• Address HR concerns and promote team morale
• Cascade updates and policies effectively
• Analyze call trends and coach accordingly

Administrative Functions

• Manage attendance records, schedule adjustments, and appraisals
• Investigate and act on code of conduct violations
• Submit regular reports (e.g., coaching logs, team performance, appraisals)

Safety & Security

• Uphold Quality Information Security Management System (QISMS)
• Protect data integrity and report incidents promptly

Desired Skills and Abilities

• Strong people management and coaching skills
• Analytical thinking and problem-solving
• Excellent verbal and written communication
• Customer service orientation
• Proficiency in using computer systems and tools
• Adaptability to change and strong execution drive