Team Leader Non / Native Japanese + Eng B2

Remuneration: RM12,500 (basic for native) OR RM10,500 (basic for non native) + KPI allowance + Shift allowance
Work Location: 2 HC for KL Sentral AND 1 HC for Cyberjaya
Work Hour: 24*7 on shift
Note: Travel OR Healthcare project

Roles & Responsibilities:
•    Managing a team of 20 to 25 FTE'
•    Client/Customer/People Management
•    Drive Performance in the team to meet targets
•    Manage the daily team activities and ensure the daily operations run smoothly.
•    Drive Team adherence and manage monthly scheduling. 
•    Handling Escalations
•    Manage key business metrics like SLA's and CSAT
•    Run reports & conduct a thorough analysis of SLA misses.
•    Drive Continuous Improvement in the team along with metrics improvement
•    Generate dashboard and scorecards for the Team for review. 
•    Performance management and appraisals for the entire Team. 
•    Weekly Reviews to the Management on key deliverables. 
•    One-One with the team and scheduled Monthly Team meetings. 
•    Feedback and Coaching
•    Knowledge management for the team and quality control
•    Apply performance management strategies - action plans, BQ planning
•   Responsible for people/employee career development

Generic & Behavioral Skills 
•    Excellent verbal and written communication skills.
•    Should be willing to work in shifts along with the team in customer business time.
•    Overall should be a good team player with willingness to learn and drive to achieve.
•    Practice and focused on Metrics.
•    Good Excel skills and Reporting knowledge
•    Should be able to drive Continuous Improvement in process.
•    Compliance - 100% IT-Sec and on time and accurate ILC clocking in last 6 months
•    Awareness on SLA/SLO Metrics and should be flexible for 24*7 shifts.