Job Description

About the Role
We are seeking dynamic and driven Team Leaders to oversee the daily operations of the Cruise Campaign, specifically supporting the Hong Kong market. The ideal candidate will lead and motivate a team of agents, ensure service quality, monitor KPIs, and foster a positive and productive work environment to achieve exceptional results. This role also requires strong client management skills, attention to detail, and accountability for operational excellence.

Key Responsibilities

Team & Operations Management  

• Lead and manage the daily operations of the assigned campaign (including Hong Kong support).
• Take responsibility for all inbound and outbound calls handled by the team.
• Ensure all KPIs set by Management are consistently met or exceeded.
• Assign tasks, set deadlines, and monitor progress to ensure smooth operations.
• Plan and organize shift schedules for team members.
• Maintain adequate daily headcount and notify superiors if staffing falls below required levels.
• Address any customer or operational issues that agents are unable to handle directly.
• Spend dedicated time coordinating with the client to address campaign-related matters, provide timely updates, and ensure expectations are met.

Performance & Quality Control

• Monitor and review agent performance, including call evaluations.
• Motivate and coach agents to achieve targets, identifying training needs for underperformers.
• Recognize and reward high performance.
• Handle complaints, issues, and escalations promptly and professionally.
• Monitor the outcomes of all promotions and ensure performance data is accurately tracked and reported.

  Administrative & Communication Duties

• Communicate updates on products, services, procedures, and guidelines to the team.
• Report system issues (telephony/RM systems) within 20 minutes to superiors and campaign representatives.
• Conduct interviews for agent positions when required.
• Develop monthly plans, targets, and KPI achievement strategies.
• Maintain a positive and disciplined work environment.
• Respond to correspondence (including emails) within 3 days.
• Monitor attendance and punctuality to ensure compliance with company rules.
• Share daily performance updates with Management via WhatsApp and provide weekly sales performance reports to the client.
• Establish campaign process flows and maintain documentation.
• Utilize tools such as databases and Microsoft Excel for data management, analysis, and reporting.
• Perform additional or ad-hoc tasks as assigned.

Additional Responsibilities for Hong Kong Support Team Leaders  

• Must be properly trained in email management and demonstrate strong proficiency in handling customer correspondence.
• Ensure professional escalation handling in line with client and company standards.
• Maintain a high level of responsiveness and accountability in all client communications.

Job Requirements

Requirements

• Diploma or relevant certification in any field (SPM with strong relevant experience will be considered).
• Fluent in Cantonese, with strong proficiency in Mandarin & English (spoken, read & written).
• Minimum 1 year of experience in customer service (call centre/BPO experience is an advantage).
• At least 1 year in a team lead or supervisory role.
• Proven experience in handling email communications professionally.
• Strong presentation, communication, and negotiation skills.
• Computer literate and familiar with CRM tools and Microsoft Excel.
• Positive attitude, proactive, and able to work independently in a fast-paced environment.
• For Hong Kong support Team Leaders: Mandatory training and proficiency in email management and escalation handling.

Skills