Job Description

 Team & Operations Management

· Lead and manage the daily operations of the assigned campaign.

· Ensure all KPIs set by Management are consistently met or exceeded.

· Assign tasks, set deadlines, and monitor progress.

· Plan and organize shift schedules for team members.

· Maintain adequate daily headcount and notify superiors if staffing is below required levels.

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.

Administrative & Communication Duties

· Communicate updates on products, services, procedures, and guidelines to the team.

· Report system issues (telephony/CRM 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 work environment and team morale.

· Respond to correspondence (including emails) within 3 days.

· Monitor attendance and punctuality to ensure compliance with company policies.

· Share daily performance updates with Management via WhatsApp; weekly sales performance updates to clients via email.

· Establish campaign process flows and maintain documentation.

· Use tools such as databases and spreadsheets for data management and analysis.

· Perform additional or ad-hoc tasks as assigned.

Job Requirements

· Diploma or relevant certification in any field (SPM with strong relevant experience will be considered).

· Strong proficiency in Mandarin and English (spoken, read & written) — English Level 3 / Mandarin Level 4.

· Able to read and write fluently in both languages.

· Minimum 1 year of experience in customer service (Call Centre/BPO experience is an advantage).

· At least 1 year of experience in a Team Lead or Supervisory role.

· Proven experience in handling email communication professionally.

· Strong presentation, communication, and negotiation skills.

· Proficient in Microsoft Excel, Word, and PowerPoint.

· Familiar with CRM tools and data management systems.

· Held accountable for mistakes and demonstrates ownership in all responsibilities.

· Positive attitude, proactive mindset, and able to work independently in a fast-paced environment.

Skills