HRO Team Lead - Mandarin - Based in Penang

Hiring Company: TP Malaysia

Project: Multinational Technology Company

Position: HRO Team Lead

Working Location: Livingston Tower, George Town, Penang

Working Hours: 8am to 5pm (Monday to Sunday - 5 working day per week)

Monthly salary up to RM5000.

Responsibilities

- Supervise a group of agents, with the main responsibility of coaching, reporting, executing action plans, maintain utilization and day to day operational management

- Ensure achievement of SLA targets

- Conducts daily and weekly meetings to share business updates, conducts RCA to identify drivers impacting performance, and works closely with QAs and Trainers to improve team performance

- Work closely with subject matter experts on escalations as well as manage the queue and productivity of their teams

- Should have solid understanding of workflow, tools used for providing services

Minimum Relevant Work Experience

Bachelor's degree preferred.

Proficiency in Mandarin and English (spoken and written).

Significant experience in a complex fast-paced environment.

Have experience working as an Agent in same/similar workflows.

Strategic thinker with strong analytical and creative problem-solving skills.

Excellent written and verbal communication skills.

Passion for ensuring excellent user experience.