Customer Service Team Leader

Company Description

Sports Direct Malaysia is currently looking for Customer Service Team Leader to join our growing team. 

Malaysia marks the first direct retail investment in Asia through a joint venture partnership with Malaysian owned MST Golf Group of companies, a well-established golf retailer and service provider in the region. Sports Direct Malaysia currently operates a total of 38 retail stores domestically and manages a proprietary SportsDirect.com e-commerce site for domestic and regional fulfillment. Sports Direct Malaysia offers over 70 of the leading authentic global sports brands, offering the widest variety of choice and value. The company employs over 1000 staff with a view to expanding rapidly across Asia in the coming years.

We have developed a new generation of stores as part of our multi channel elevation strategy, to enhance the customer experience at every step of the journey. Our focus is on presenting an unrivalled range of quality products at excellent value in a modern spacious environment. The stores are uniquely zoned by key sports categories which include; SD Football, SD Running, SD Training (fitness, cross training, gym equipment, weights, boxing, yoga), SD Rackets (badminton, tennis, squash), SD Swimming (pool, beach, water sports), SD Sports (basketball, rugby, extreme games, cycling, skates & indoor games), SD Lifestyle (Men, Women & Kids) & SD Outdoor (Hiking, trekking, camping & fishing).

Job Description

To manage, coach, develop, and monitor the effective performance of a Customer Services team, to enable them to achieve targets and KPls including but not limited to, Productivity, Quality, Adherence, and Customer Satisfaction. To lead from the front as a role model for the team, promoting colleague engagement, growth mindset, and ensuring the success of Frasers Group is at the forefront of all practices.

1.    Managing and monitoring advisor and team performance to deliver KPls, targets, quality standards and outcomes.

• Ensure the team achieves all set SLA's, delivers a minimum 85% Quality Assurance score and that monthly 1-2-1s are had with each advisor.
• Deliver updates, participate and regularly host in our CS Operational Huddles to identify challenges and successes across the operation.
• Ensure that advisor records are kept up to date within the CS Management Hub and HR Personnel File.

2.    Managing and monitoring the daily workload plan adherence to deliver optimal performance and KPI achievement

• Work closely with both your Team Manager and WFM Team, ensuring that your team are achieving business KPls; also ensuring that individual performance targets are being met, including an adherence target of 95%.
• Support the team with handling escalated queries across all channels, ensuring that the highest standard of Customer Service is being provided.
• Promote our Goodwill Gesture structure across the operation, ensuring that the team are providing an exemplary level of Customer Service.

3.    Managing and developing the performance and potential of the team

• Work closely with your direct reports to promote best practice, conducting 2 quality checks per month and delivering valuable coaching and feedback for each quality check.
• Conduct a quarterly skills matrix in line with Talent Density, with the purpose of creating a PDP for each advisor to be reviewed within each 1- 2-1.
• Adhere to HR and People policies, procedures and standards and be responsible for managing your team's adherence to these policies.

4.    Providing continuous improvement support to ensure that projects and continuous improvement activities land successfully in the team

• Act as a subject matter expert in your area, identifying and recommending areas in which processes can be improved and feeding this back to your Team Manager.
• Ensure that any changes are communicated and implemented in a timely manner.
• Communicate effectively within your team, promoting engagement and escalating relevant queries with the relevant stakeholders whilst ensuring your Team Manager is always informed prior to implementation of any change within the team.
• Any other assignments as directed by immediate superior as and when required.

Qualifications

• Experience of managing and maximising the performance of others, actively promoting best practice within a team whilst being a team player
• Ability to plan and prioritise effectively to meet changing priorities and demands
• Delivery and customer focused but always able to think commercially
• Ability to engage and influence stakeholders at an appropriate level
• Analytical, pragmatic, and systematic in approach to problem solving
• Ability to manage conflict and know when to escalate
• Encourage a growth mindset within the team to help facilitate continuous improvement
• Excellent communication and engagement skills with internal stakeholders and customers
• Act as a role model and be accountable within the department and promote best practice
• Competent and experience with IT systems including, but not limited to; Microsoft applications, Contact Management Systems and Workforce Management systems
• Able to work on night shift during weekday, weekend and public holiday

Additional Information

An opportunity like this at Frasers Group is for the fearless.

The potential is massive, the experience unrivalled. To be able to make the most of it you need to live and breathe our principles - you will:                                        

• THINK WITHOUT LIMITS - and take the team with you
• BE RELEVANT - to our people, to partners, and to the planet
• OWN IT - and back yourself