Project: Multinational Technology Company
Position: HRO Team Lead 
Working Location: Livingston Tower, Penang
Working Hours: 8am to 5pm (Monday to Sunday - 5 working day per week)

Team Leader (preferred TL experience / HR experience) 

Minimum Relevant Work Experience
Bachelor’s degree preferred.
Proficiency in Mandarin and English (spoken and written).
Significant experience in a complex fast-paced environment.
Have experience working as an Agent in same/similar workflows.
Strategic thinker with strong analytical and creative problem-solving skills.
Excellent written and verbal communication skills.
Passion for ensuring excellent user experience.

Responsibilities

- Supervise a group of agents, with the main responsibility of coaching, reporting, executing action plans, maintain utilization and day to day operational management
- Ensure achievement of SLA targets
- Conducts daily and weekly meetings to share business updates, conducts RCA to identify drivers impacting performance, and works closely with QAs and Trainers to improve team performance
- Work closely with subject matter experts on escalations as well as manage the queue and productivity of their teams
- Should have solid understanding of workflow, tools used for providing services