Work in Manila

2 weeks ago


Kuala Lumpur, Kuala Lumpur, Malaysia Kingfisher HR Solutions Group Full time
This company is a multinational online travel agency website. You will be leading a customer service team of 300. This position has the chance to grow into the person in charge of Philippines.

Job Scope:

  • Ensure great service to customers with successful achievement of targeted KPI goals and ontime delivery.
  • Develop clear and practical operation plans for the service team, incorporating KPI management policies.
  • Establish and optimize standard procedures and processes, creating effective workflows and channels.
  • Drive improvement projects within the service team to enhance overall performance continuously.
  • Analyze reports regularly to identify issues and opportunities for improvement, ensuring accurate business reviews.
  • Conduct effective meetings to discuss and address operational issues with stakeholders.
  • Manage and supervise BPO teams in different locations, ensuring the clear delivery of project scope and objectives.
  • Collaborate with the Workforce Management (WFM) and HR teams on workforce planning and new hire training resources.
  • Design and review team budgets on a monthly basis, identifying opportunities for better cost management.
  • Establish a motivational environment to maintain high team morale and drive a high level of performance.
  • Provide support and guidance to service team leads, including supervising, coaching, and conducting performance reviews.
  • Develop and implement employee development and retention plans.
  • Collaborate with internal partners for resource allocation and coordination, ensuring sufficient support for the service team.
  • Work with local partners, including Admin & IT and HR, for effective support.
  • Collaborate with BPO vendors on service delivery, regular business reviews, and communication.

Requirements:

  • Able to read and write in Mandarin (as this position is required to manage mandarin speaking desk too)
  • 5 years of call center management experience
  • Experience with Philippines market is advantage
  • Experience with travelling industry is advantage

Job Types:
Full-time, Permanent

Salary:
RM15, RM40,000.00 per month

Benefits:

  • Health insurance
  • Opportunities for promotion

Schedule:

  • Fixed shift
  • Holidays
  • Monday to Friday
  • Weekend jobs

Supplemental pay types:

  • 13th month salary
  • Performance bonus
  • Yearly bonus

Application Question(s):

  • Do you need visa to work in the Philippines?

Language:

  • Mandarin (required)


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