Team Lead - Operations (Tobacco Project / Korean Team)
Project: Premium Tobacco (E-Cigarette)
Location: Malaysia (B&M - Brick & Mortar / On-site)
Working Hours: Shift Basis (Mon - Fri, 8:00 AM - 5:00 PM)
Reporting to: Operations Manager
[Position Summary]
We are looking for a highly capable, driven, and strategic Team Lead (Operations) to head our high-performing Korean Operations Customer Expert (CS) team. In this role, you will lead, mentor, and empower a team of Korean CS experts, driving operational excellence and ensuring an exceptional user experience for our global tobacco brand.
We need a leader who can not only manage daily activities but also dive deep into performance metrics, deliver structured and actionable coaching, and collaborate effectively with international stakeholders in English.
[Key Responsibilities]
- People Leadership & Development: Provide structured mentorship and guidance to the agents. Build problem-solving, critical-thinking, and technical capabilities within the team.
- Operational Performance Management: Manage day-to-day operations and establish clear team goals. Actively monitor and drive inbound (INB) performance metrics to meet and exceed KPIs.
- Data-Driven Coaching: Analyze quality monitoring data and operational trends to deliver targeted, structured, and actionable feedback/coaching to effectively bridge agent performance gaps.
- Risk & Escalation Management: Proactively identify operational risks early, implement preventive measures, and effectively manage urgent situations and client escalations while multitasking.
- Stakeholder Collaboration: Deliver insights and data-backed recommendations to the Operations Manager and global cross-functional teams. Collaborate directly with the client on pressing concerns and partner with internal stakeholders on action plan execution.
- Performance Reviews: Conduct quarterly and annual performance reviews, empowering team members to improve their confidence, product knowledge, and communication skills.
[Requirements & Qualifications]
- Language Proficiency: Fluent Korean speaker (for seamless team management and handling complex Korean customer escalations) AND Fluent in English (essential for stakeholder communication, client reporting, and calibration).
- Experience: Minimum 2-3 years of people management experience as a Team Lead (TL) in a call center, BPO, or customer service environment.
- Education: Bachelor's degree or equivalent diploma.
- Skills: Metrics & Analytical, Structured Communication, Proactive Problem Solving, Effective Coaching skills
[What We Offer]
- Opportunity to lead a flagship project for a renowned global brand.
- Dynamic and inclusive multicultural working environment.
- Comprehensive training and a clear path for career progression within TP.
