Travel Experience Team Leader
Job Summary
We are seeking a Travel Experience Team Leader to manage a team of 10 Customer Support Executives for our Taiwan project. You will oversee multichannel performance, ensure service excellence, and act as a key liaison with the Taiwan-based headquarters. The role requires data-driven decision-making and strong leadership in a fast-paced call center environment.
Responsibilities
- Lead and mentor a team of 10 CSRs
- Oversee multichannel performance (Voice, Email, Live Chat)
- Manage rotational shift scheduling and 24-hour coverage
- Analyze transaction volumes and customer trends
- Resolve complex customer escalations
Required Skills
- Fluency in English and Mandarin
- 1-2 years Call Center leadership experience
- Zendesk and CRM software proficiency
- Data analysis and reporting skills
- Ability to work rotational late-night shifts
Job Details
Key Responsibilities:
1. Team Management & Performance Excellence
- Lead and mentor a team of 10 Customer Support Executives (CSRs) to achieve campaign-specific KPIs, including a 100% answer rate and optimal Average Handling Time (AHT).
- Oversee multichannel performance across voice (30%), email (20%), and live chat (50%) to ensure consistency and professional efficiency.
- Conduct regular Quality Assurance (QA) reviews and coaching sessions to maintain high-service standards and data integrity within Zendesk and in-house systems.
2. Operational Leadership & Client Liaison
- Serve as a bridge between the local team and the Taiwan-based headquarters to ensure alignment on product packages, itinerary modifications, and cancellations.
- Manage rotational shift scheduling to ensure 24-hour coverage, including support during Public Holidays as required by the client.
- Address and resolve complex escalations regarding order status, modifications, and high-tier customer complaints.
3. Data Analytics & Campaign Optimization
- Analyze daily and monthly transaction volumes to compute required agent headcount and identify trends in customer inquiries.
- Track and report on CSAT (Customer Satisfaction) functionality results to identify recurring pain points and provide data-driven feedback to the client.
- Ensure total data integrity by auditing system entries and maintaining rigorous security protocols, including SSO/MFA and access control logs.
Requirements:
- Nationality: Malaysian Citizens only.
- Education: Diploma or relevant certification (Minimum SPM with strong relevant experience will be considered).
- Language Proficiency: Fluency in English and Mandarin (Reading, Writing, and Speaking) to support the Taiwan and regional markets.
- Experience: Minimum of 1–2 years of experience in a leadership or supervisory role within a fast-paced Call Centre environment.
- Technical Skills: Experienced in using Zendesk and CRM software; familiar with managing network requirements such as VPNs and encrypted data logs.
- Resilience: Ability to manage and lead during rotational late-night shifts and maintain performance during peak travel seasons.