Team Lead (Call Center / Sales Department)

📌 Location: Fully Remote (Work from Home)

🌍 Language Requirement:

✅ English (B2 or higher) – Mandatory

✅ Malay – Mandatory

➕ Mandarin – Advantageous

Key Responsibilities:

1. Team Management & Performance Optimization:

• Supervise and lead a team of call center operators, ensuring high performance and efficiency.
• Monitor daily team activities, providing real-time feedback and coaching.
• Set and track individual and team KPIs (retention, sales, conversion rates, etc.).
• Conduct regular performance reviews and implement improvement plans when necessary.
• Handle conflict resolution and ensure a positive and productive work environment.

2. Sales & Retention Strategy Execution:

• Implement and optimize call scripts, objection-handling techniques, and sales tactics.
• Collaborate with management to develop strategies for increasing conversion and retention rates.
• Analyze customer feedback and market trends to refine sales approaches.
• Ensure alignment with company objectives and policies.

3. Software & Database Management:

• Work with dialer software (e.g., VICIdial, GoAutoDial, Five9, or similar) to optimize call processes.
• Manage and maintain call center databases, ensuring accurate data segmentation and lead distribution.
• Search for and evaluate telephony providers to improve call quality and connection rates.
• Oversee CRM system updates and ensure proper data logging for sales and retention tracking.
• Work with Excel or similar tools (Google Sheets, Power BI) for data analysis, reporting, and KPI tracking.
• Coordinate with IT and Operations teams to troubleshoot technical issues and optimize workflows.

4. Reporting & Data Management:

• Prepare detailed team performance reports and submit them within designated timeframes.
• Monitor call analytics and provide insights on efficiency, productivity, and sales trends.
• Use Excel (pivot tables, VLOOKUP, data visualization) or Google Sheets for tracking KPIs and evaluating team performance.
• Ensure accurate documentation of customer interactions and operator activities.

5. Training & Development:

• Conduct initial training for new hires and provide continuous coaching for existing team members.
• Develop training materials and best practice guides for sales and retention strategies.
• Ensure agents maintain a high level of product knowledge and customer engagement skills.

6. Scheduling & Operational Oversight:

• Manage shift scheduling, ensuring proper coverage based on call center needs.
• Approve or adjust operator schedules while maintaining operational efficiency.
• Ensure compliance with work policies, including attendance, shift adherence, and reporting standards.

Requirements:

✔ Experience: At least 1-2 years in a leadership role within a call center (sales/retention preferred).

✔ Sales & Retention Expertise: Strong knowledge of sales tactics, customer engagement, and retention techniques.

✔ Communication Skills: Ability to provide clear, constructive feedback and motivate the team.

✔ Analytical Skills: Experience in tracking KPIs, analyzing reports, and implementing performance improvement strategies.

✔ Tech-Savvy:

• Experience with call center software (e.g., VICIdial, GoAutoDial, Five9, or similar).
• Strong understanding of telephony systems and ability to evaluate different providers.
• Proficiency in Excel (pivot tables, formulas, data analysis), Google Sheets, or Power BI for reporting and analysis.
• Experience with CRM systems and database management. ✔ Language: Fluency in English (B2+ mandatory), Malay (mandatory), Mandarin (preferred). ✔ Remote Work Capability: Ability to lead a remote team effectively, ensuring accountability and performance.

Working Hours & Breaks:

• Shift Duration: 9 hours.
• Breaks: 1 hour.

Salary & Benefits:

Compensation Package:

• Basic Salary: RM 4000–6000 per month (depending on experience and KPI performance).
• Bonuses: Performance-based monthly incentives.
• Payment Dates:
  • Base salary on the 10th of each month.
  • Bonuses/commissions on the 20th.
  • If payday falls on a public holiday/weekend, payment is processed on the next working day.

Leave & Holidays:

Annual Leave:

• 21 days of paid leave (eligibility after 6 months).
• Leave must be used within the calendar year.

Medical Leave:

• 2 days per year.
• Sick leave of more than 2 days requires a medical certificate.