Team Leader (Contact Center)

Responsibilities:

o Provide mentorship, guidance and career development to members of your team

o Lead a high-performing team through an exciting transition to build problem solving,

critical thinking, analytical and technical capabilities which will enable the

department to develop deeper, more scalable solutions

o Team management responsibilities for a market team, whilst also serving as a crossfunctional and a global liaison in developed areas of expertise

o Establish team goals and work with direct reports on strategies for executing,

measuring progress and sharing results

o Deliver projects involving quantitative analysis, industry research, and strategy

development, working directly with global cross-functional teams to problem solve

analytical approaches and develop solutions

o Identify actionable insights, suggest recommendations, and influence team strategy

through effective communication

o Advocate for users within their market, partnering with global and cross-functional

teams to develop global solutions

• Minimum Education Requirement: Diploma/bachelor's degree
• Minimum Relevant Work Experience: 1 year of customer service experience in a BPO operations leadership role
• Language Required: Chinese C1 and English B2
• Minimum Skills to Hire:

1. Excellent Communication skills (English at least B2, and Chinese at least C1)

2. Customer Service Experience

3. Critical thinking, analytical and decision-making abilities

4. Data-driven/analytical (Excel basics)

5. Team Management

6. Passion for ensuring an excellent user experience

7. Emotionally intelligent

8. Organizational and time management abilities

9. Strategic thinker with strong analytical and creative problem-solving skills Good-to-have Qualifications/ Experience

10. E-Commerce Customer Service Experience is strongly preferred.

11. Advanced skills in Excel and PowerPoint