Position:
Customer Service Team Lead
Location:
Kuala Lumpur
Language:
Japanese (Able to speak read and write)
Working hours:
Business hours, 5 days working 2 days rotational off
Salary:
up to RM15k
"Candidate Needs to relocate Malaysia"
Role Overview:
The Team Leader, Operations is responsible for the day-to-day supervision of a group of call center associates. This position ensures performance metrics are achieved by providing adequate coaching, motivation, and accountability. A strong technical background in Windows system administration and related areas is preferred to effectively manage technical support operations.
Key Responsibilities:
Supervise a group of call center associates, monitoring work and attendance according to organizational policy and legal requirements.
Effectively coach direct reports on performance regularly to ensure performance metrics are met at a minimum weekly.
Identify performance issues, develop improvement plans, and implement corrective actions up to termination if necessary.
Ensure service delivery meets contractual KPIs and financial expectations.
Communicate expectations to employees and provide timely updates.
Provide subject matter expertise in handling escalated customer calls when necessary.
Conduct team meetings for relevant information dissemination and open forums for input; schedule and organize team activities.
Stay current on internal work processes, policies, and procedures; attend required manager development training.
Technical Proficiency Preferred:
Experience with Windows Registry, File Systems, User Account & ACLs.
Knowledge of Event Logs, Auditing, and Performance Monitoring (Perf Mon/Resource Monitor).
Networking skills including TCP/IP, DNS, SMB, Kerberos, PKI.
Virtualization and server management experience:
Hyper-V, SDN, clustering, resilient storage.
Proficient in administration tools:
PowerShell, Group Policy, BitLocker, Windows Update & Shell config.
Qualifications:
Minimum 1+ years relevant experience in Team lead.
Associate's degree in related field with two to four years of relevant experience preferred.
Highly motivated with skills to develop and coach team members to achieve performance expectations.
Strong communication skills, both written and verbal.
Ability to lead a team in multitasking, prioritization, and meeting timelines on deliverables.
Willingness to work a flexible schedule.
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