Team Lead - Japanese Speaker

Team Leader/Project Management| Native Japanese Speaker| Kuala Lumpur, Malaysia

We are hiring for our client in KL Sentral for a leadership role that combines Call Centre Team Management and Project Management responsibilities.

Position Details

• Location: KL Sentral, Malaysia

• Working Hours: Normal working hours (Monday - Friday)

• Salary: Up to RM 15,000

• Language Requirement: Native Japanese speaker

• Start Date: End of September 2025

• Team Size: Small team management

Key Responsibilities

Team Leadership & Operations

• Oversee daily operations of the call centre team, ensuring service levels, quality, and KPIs are consistently met.

• Lead, coach, and mentor customer service agents to deliver excellent customer experience.

• Handle escalations, resolve complaints, and support team members effectively.

• Monitor call performance, conduct audits, and provide constructive feedback.

• Prepare and present daily/weekly/monthly reports with actionable insights.

• Work closely with Workforce Management (WFM) and Quality Assurance (QA) teams for scheduling and performance tracking.

• Ensure compliance with company policies, procedures, and client requirements.

Project Management

• Support implementation of new client onboarding, system enhancements, and process improvement projects.

• Coordinate with IT, HR, Training, QA, and other stakeholders for smooth project execution.

• Track project milestones, maintain documentation, and provide timely updates.

• Identify operational gaps and recommend improvements through data-driven analysis.

• Participate in client meetings, planning sessions, and review discussions to ensure service excellence.