Location: Malaysia (Remote)
Time: 9AM - 6PM VNT
About the Role
- The Team Leader is responsible for leading, coaching, and developing a virtual team of customer service advisors to deliver outstanding customer experiences and meet performance targets.
- This role requires exceptional communication, motivational ability, and strong people management skills—particularly within a remote environment. The Team Leader will foster team engagement, drive productivity, and ensure operational excellence while demonstrating the ability to work both collaboratively and independently.
Key Responsibilities
Team Leadership & Performance Management
- Lead, support, and manage a remote team of freelance agents to achieve KPIs, including quality, productivity, customer satisfaction, and compliance.
- Monitor daily performance metrics and provide regular feedback, coaching, and development sessions.
- Conduct remote team huddles, one‑to‑ones, and performance reviews, ensuring clear communication and action‑focused outcomes.
- Identify performance gaps and create targeted improvement plans.
- Ensure adherence to processes, procedures, and service standards.
Communication & Engagement
- Maintain strong, consistent communication channels using digital tools (Teams, Zoom, messaging platforms, etc.).
- Drive team engagement through virtual activities, recognition programmes, and daily check-ins.
- Promote an open, inclusive, and supportive remote culture that encourages collaboration and high morale.
- Act as the primary escalation point for customer issues, providing guidance and support to agents.
Operational Management
- Oversee scheduling, and real-time team management.
- Collaborate with workforce planning to ensure adequate coverage and schedule adherence.
- Provide clear reporting on team performance, operational challenges, and customer insights.
- Support continuous improvement initiatives and process optimisation.
Coaching & Development
- Deliver structured coaching sessions focused on skill development, behaviour change, and performance enhancement.
- Identify training needs and work with Training/Quality teams to implement learning solutions.
- Encourage a growth mindset across the team, supporting career development and
- self‑improvement.
Problem Solving & Decision Making
- Analyse trends in customer queries, team performance, and operational issues to make data‑driven decisions.
- Resolve complex customer complaints and operational issues swiftly and professionally.
- Use initiative to work independently while recognising when to escalate issues appropriately.
Essential Skills & Attributes
Leadership & Management
- Proven experience leading teams in a call centre or customer service environment (remote management experience highly desirable).
- Ability to inspire, motivate, and coach team members in a virtual setting.
- Demonstrated skill in managing performance, providing constructive feedback, and resolving conflict.
Communication
- Exceptional verbal and written communication skills.
- Ability to communicate with clarity, empathy, and confidence across remote channels.
- Skilled at simplifying complex information and tailoring communication for diverse audiences.
Remote Management Competencies
- High level of digital literacy: confidently uses collaboration platforms, telephony systems, CRM tools, and reporting dashboards.
- Ability to maintain team connection, visibility, and engagement without physical presence.
- Strong organisational and time management skills to oversee dispersed team members effectively.
- Self-motivated and capable of working independently with minimal supervision.
Customer Focus
- Passion for delivering excellent customer experiences.
- Strong understanding of customer service principles, call centre best practices, and quality standards.
- Analytical & Problem-Solving Skills
- Ability to analyse performance data and translate insights into actionable plans.
- Comfortable making decisions, prioritising tasks, and adapting to change quickly.
Personal Attributes
- Approachable, empathetic, and supportive leadership style.
- Confident, positive, and resilient under pressure.
- Growth‑minded, proactive, and continually looking for opportunities to improve processes and team capability.
- Strong team player who also thrives when working independently.
Qualifications & Experience
- Previous experience as a Team Leader, Supervisor, or Senior Advisor within a contact centre environment.
- Fluent in Korean
- Experience in remote or hybrid call centre operations preferred.
- Strong working knowledge of call centre metrics, quality frameworks, and performance management.
- Proficiency with customer service software, remote collaboration tools, and reporting systems.
