TM Leader for TCTB-15
Taipei, Taipei, Taiwan


  • Listening, focusing on and fulfilling the needs of internal and external customer.
  • Handle and escalate customer complaints and feedback in a timely and professional manner; internal and external customers.
  • Maintain and coordinate communications within the team, the department and with external departments, e.g. HR, Customer Service, Direct Marketing, Training, etc
  • Monitor work of the team, which may include : Online time, Break times, Number of calls, Length of calls, Sales script, Conversion rate, and Contact rate
  • Maintain and coordinate daily operational issues.
  • Recruit and retain team members.
  • Motivate and monitor team and individual performance in terms of sales performance and career development.
  • Coach and guide team members in terms of personal development and quality assurance.
  • Track attendance of staff and counsel team members as and when necessary.
  • Sales quality control by training, coaching, call monitoring, case study and effective approaches.
  • Abide by the law and regulation.
  • Ensure the company policies and procedures are adhered to at all times.
  • Provide accurate and consistent feedback to team members and TM Manager / Call Centre Head.
  • Qualifications

  • High school graduate or higher
  • 2+ years experience working in a call center environment or agency sales management
  • Demonstrated leadership in managing a small group of team toward a desired outcome. Able to build a team through good motivation & retention skills
  • Good understanding of call center systems (predictive dialing, etc.)
  • Good command of Mandarin and Taiwanese, and be able to speak English in respect of basic conversation and e-mail writing and reading.
  • Good Knowledge to figures.
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