BD (Becton, Dickinson and Company) Technical Team Lead in Kuala Lumpur, Malaysia

Job Description Summary

The Technical Team Lead will lead day-to-day activities required for the Technical Support Center (TSC) to properly handle customer issues. This includes growth and development of agents, both technical and communication skills. It also includes managing resources and distribution of workload. Set clear direction for team and ensure objectives are met within the team.

This job description does not promise or imply that the functions & responsibilities listed are the only duties or responsibilities to be performed or that the position may not change in design as described due to the needs of the business. Employees are always expected to follow their Manager's instructions and to perform the tasks requested by their Manager.

Job Description

  • Balance team workload to perform effectively and efficiently

  • Real-time resource allocation to all incoming support requests (Phone, Self-Service, Interoffice Handoff and Manager requests) meeting identified organizational SLAs

  • Subject Matter Expert (SME) that assists/coach’s agents in handling product issues and uses Technical knowledge to assist in addressing customer requests

  • Provide continues team mentoring and coaching to ensure policies and procedures are followed consistently.

  • Follow and mentor HIPAA best practices

  • Ensure continual, clear and relevant communication among team members.

  • Evaluate and assign issues requiring handoff between agents due to scheduled or continued work based on urgency and skills within the team

  • Identify high customer demand periods during core working hours and work among other Technical and Operational leads to add or backfill resources to meet demand.

  • Provide on the spot feedback to employees and support leadership, as well as document opportunities and reinforce productive behavior

  • Champion quality, team ideas and input, collaborate to develop plans to drive continuous improvement

  • Utilize and champion the use of knowledge based technology and tools to streamline processes

  • Drive agent identification of knowledge article (KA) needs and assign resource and schedule to complete.

  • Weekly review of team case status and actively manage agents’ queues (Aging and Cases not touched)Tasks are associated with shift timeframe and customer demand. The manager will occasionally assign ad-hoc tasks such as analysis, or additional tasks in balancing the workload within the team based on volume. A successful candidate will self-manage by prioritizing tasks and workload to meet organizational KPIs and SLAs

Primary Work Location

MYS Kuala Lumpur - Jalan Kerinchi

Additional Locations

Work Shift

MY2 Night 8p-5a Mon-Fri (Malaysia)

BD is a leading global medical technology company that creates medical technology, devices and laboratory equipment for a variety of needs across the healthcare continuum. At BD, we are looking for candidates who possess passion, innovative solutions and a commitment to our one mission of improving access to groundbreaking medical and biotechnology services for people near and far, delivering state-of-the-art technology and cutting-edge research in the battle to fight and cure infectious diseases. With a global reach that extends across 50 countries worldwide, our network of professionals collaborates on effective measures to deliver enhanced patient quality such as lower health care delivery costs, improved health care and safety, and expanded health care for all. Join our company and see how you can become a part of one global mission to make a difference in human health.