Team Lead Technical Support Japanese Speaker

• Lead a team to meet and exceed business objectives, ensuring that key financial, operational and quality metrics
are consistently achieved.
• Have direct involvement in the recruitment, selection, induction training and ongoing skills development for all
Agents/Advisors in the team, ensuring we attract and retain the very best talent.
• Apply a process of continuous review and proactive management of absenteeism and attrition for all
Agents/Advisors in the team, ensuring return to work and exit interviews are completed.
• Continually review and monitor work performance of all Agents/Advisors against agreed KPIs, ensuring that calls
are handled professionally and instigating appropriate corrective action, using performance management tools to
manage any shortfall.
• Undertake formal quarterly performance reviews and one-on-one monthly meetings with each Agent/Advisor,
ensuring objectives are continuously reviewed and linked to business KPI’s.
• Ensure Agents/Advisors are recognized and rewarded for outstanding achievements/performance in line with
company mission and values.
• Provide clear direction and guidance to ensure consistent achievement of key performance metrics.
• Measure, report and communicate metric goal attainment for assigned team.
• Facilitate a culture of open and honest two-way communication, ensuring key messages are cascaded to all team
members, encouraging feedback and sharing of ideas and best practice.
• Maintain an environment that supports the spirit of teamwork, where Agents/Advisors are committed, loyal and
take pride in working for the company.
• Ensure actions from employee satisfaction survey are implemented and continuously reviewed.
• Coach, develop and motivate Agents/Advisors by providing the skills and knowledge to perform their job, together
with opportunities for skills expansion and career development.
• Continuously monitor Agent/Advisor calls in line with GOS, either via desk-side or remote monitoring, across a
sample of transaction types, ensuring performance metrics are consistently achieved. Ensure accurate and timely
communication of any client/campaign issues to Operations Manager.
• Ensure appropriate actions are taken to improve client satisfaction survey scores.

Virtual Interview

MalaysiaKuala LumpurKuala Lumpur Map

Name of person in charge of hiring：PRIYATHARISHINI