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.
