Team Leader (Native Japanese only)

Posted 3 months ago
487 Visits
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Contract types Permanent contract
Working time Full time
Language(s) spoken Japanese (Mother tongue), English (Fluent)
Salary range RM9000

Principal Accountabilities (Key Result Areas)

• Develop and maintain internal control, setting benchmarks and giving feedback on data performance and recommended actions
• Develop and produce performance information with which to inform, engage and influence various levels of operational management
• Do drill down analysis on all dialer performance / Hygiene metrics.
• Plan and implement daily campaigns altering parameters to maximize efficiency/effectiveness where necessary
• Monitor report and comply with all compliance requirements for outbound dialing.
• Create and administer daily outbound campaigns based on the agreed contact strategies.
• Monitor all campaigns and inbound call traffic to assist in determining appropriate staffing availability to ensure successful campaign performance.
• Accountable for the daily setup of and monitoring of calling campaigns, strategies and reports within the outbound teams
• Recommend and implement calling strategies and data selections Installing, configuring, troubleshooting and maintaining all outbound dialing systems.
• Maximizing the output of the outbound operations
• Assist in the deployment of outbound resources
• Manage a team of 6-10 dialer executives / Specialists.
• Co-ordination with the Aspect support team for technical assistance and functioning
• Co-ordination with the Operations/Analytics team for daily strategies

Standards for Measuring Success

• Contact Rate
• Abandon rate
• Idle Rate
• Portfolio overall performance
• Adherence to report Strategy
• Other key management attributes & Key Performance Indicators (KPIs) as agreed

• Good Communication skills
• MS Office operating and typing skills
• Database management skills
• Analytical skills
• Interpersonal skills
• Problem Solving skills
• Have the basic knowledge of the dialer functions
• To be trained with the functionality of Operations so that they understand the operational needs
• Qualification: Graduate / Post Graduate.
• Experience: 4-6 Years experience of overall experience out of which at least 2-3 years of should be in outbound process on predictive/preview dialer management experience.
• Understanding of Collections and its various processes especially outbound/inbound calling management
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Aegis BPO Malaysia Sdn Bhd
Ivon Tan
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