Customer Care Team Manager

2 weeks ago

Kuala Lumpur, Kuala Lumpur, Malaysia Sutherland Full time

Company Description

Sutherland is seeking a leadership-oriented and self-motivated person to join us as a Customer Care Team Manager | Mandarin and Japanese Speaking. We are a group of driven and hard-working individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you

Job Description

Responsibilities

  1. Leads, monitors, and supervises the team of at least 10 associates (may vary according to program ratio requirement) to achieve organization goals.
  2. Identify areas for service improvement and make recommendations to the management team.
  3. Assist in hiring process.
  4. Manage scheduling and staffing requirements for the night shift to ensure adequate coverage and optimal team performance.
  5. Process improvement: Collaborate with cross-functional teams to identify opportunities for process improvements and recommend and implement solutions to enhance efficiency and customer experience.
  6. Quality Assurance: Conduct regular quality assurance assessments to maintain service quality standards and identify areas for improvement.
  7. Training and Development: Develop and implement training programs to enhance customer service and technical skills, also product knowledge of team members. Provide ongoing coaching and feedback to support their professional growth.
Qualifications

Our most successful candidates will have:

  1. A Bachelor's degree or Associate Degree is preferred but not required.
  2. At least two (2) years of relevant Team Leader experience managing a minimum of 10 team members.
  3. Proven experience in customer service roles in a contact center environment.
  4. Effective Coaching skills.
  5. Proficient in MS Office (esp. PowerPoint, Excel); e-learning software is an asset.
  6. Strong verbal and written communication skills; be able to communicate in a clear, constructive, and professional manner. Fluent/high proficiency in Mandarin and Japanese.

All your information will be kept confidential according to EEO guidelines.

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