**Job Opportunity: Team Leader - Native Japanese**

**Role & Responsibilities:**

- **Role:** Team Leader, Operation

- **Location:** Cyber Jaya, Malaysia

- **Salary:** 11-12k MYR

- **Shifts:** Rotational

**Operation Compliance Management:**

- Recruit, mentor, and train junior and new staff.

- Ensure all staff are well-trained, smoothly execute skills, and follow daily operational workflow.

- Perform performance management activities: career counseling, coaching, 1:1 mentoring, team huddles, ops calibration, etc.

- Handle client issues throughout the implementation life cycle.

- Control team roster efficiency and gather feedback for service improvement.

**Business Management Responsibilities:**

- Utilize workforce management tools to monitor calls, emails, chat, and messaging to ensure schedules are achieved.

- Conduct quality audits, CSAT deep dives, payment audits, etc.

- Co-lead with OM/SOM to prepare operation plans, budgets, and build-up the project.

- Work with global teams, build client relationships, and handle reports as needed.

- Ready to take on assignments from Ops Lead.

**Requirements:**

- Fluency in English (Speaking, listening, writing, and reading) - 100% English working environment.

- University/College degree required.

- Minimum 2 years of supervising/leading a team of 15 or more people in a call center/contact center environment.

- Experience in a high-growth organization strongly preferred.

- Must be available to work 24/7, 5 days a week, with 2 days off (depend on the Ops schedule).

**How to Apply:**

If you meet the above JD and qualifications, apply by sending your resume to [daniel.mwai@gratitudeindia.com](mailto:daniel.mwai@gratitudeindia.com). Join us in leading and growing a dynamic team!

*This is an exciting opportunity for individuals with leadership experience in call center operations. We look forward to welcoming a dedicated Team Leader to our Cyber Jaya team.*