Engagement Centre Supervisor

3 days ago

Kuala Lumpur, Malaysia British American Tobacco Full time

**BAT is evolving at pace - truly like no other organisation.**

**To achieve the ambition, we have set for ourselves, we are looking for colleagues who are ready to live our ethos every day. Come be a part of this journey**

**BAT KL** **IS LOOKING FOR AN ENGAGEMENT CENTRE SUPERVISOR**

**SENIORITY LEVEL**:Management

**FUNCTION**: GBS Marketing

**SALARY RANGE**:Market salary + Excellent benefits + Market leading bonus

**LOCATION**:Sunway Geo, Kuala Lumpur

**ROLE POSITIONING AND OBJECTIVES**

The Engagement Centre is a place fully dedicated to deliver a world class consumer service to our end users, as well as multi-channel support by the best team ready to assist. The primary role as a is to lead, supervise and monitor agents to ensure operational effectiveness. In addition, the supervisor will be responsible for providing guidance, instruction and feedback to the consumer relations team.

**Reports to**:GBS Delivery Lead

**Reporting Level**:N/A

**WHAT YOU WILL BE ACCOUNTABLE FOR**
- Oversee, run and manage the daily operations and escalations from clients with the team.
- Complete all reports assigned in the recurrence required, review with upper management or trade/marketing team (if necessary).
- Oversee and coordinate with the Quality Assurance team interactions monitoring and evaluation to ensure that due procedures and quality standards are strictly adhered to.
- Staff Administration: vacations, permits, emergencies among others, keep close communication with your team.
- Oversee staff scheduling and organize shift patterns in coordination with Work Force Management.
- Set/follow up and accomplish internal goals and targets to support KPI/SLA accomplishment.
- Understand all organization products services, procedures and guidelines and communicate them to the team members.
- Conduct regular review of all engagement centre agents’ performance and oversee/organize training sessions for underperforming agents.
- Oversee training requirements and coordinate with appropriate entities. Have a clear concise communication with management to identify training needs and develop training programme if needed.
- Prepare and support continuous improvement initiatives.
- Identify and propose new ideas and strategies to improve performance.
- Ensure that clients are always satisfied by providing prompt response and solutions to their challenges and drive effective communication with stakeholders.

**ESSENTIAL EXPERIENCE, SKILLS AND KNOWLEDGE**
- Proficient in English, Bahasa Malaysia & Mandarin (Speaking + Writing Skill).
- Bachelor’s degree in related field
- 3 years of working experience as a call centre supervisor role, team lead or other similar operations positions handling various interaction channels.
- Strong KPI delivery and have experience in contact centre best practices or other similar practices.
- Knowledge in Microsoft Office (Excel, PowerPoint, Word, Visio).
- Knowledge in Genesys.
- Ability to lead, motivate and keep engaged high performance teams.
- Good Communication skills with strong customer service/ phone etiquette skills.
- Problem-solving skills, strong resilience, and adaptability.
- Ability to work under pressure with a sense of urgency, multi-tasking with organizational skills.
- Experience in migration/ramp up of services in contact centre/other similar industry.
- Ensure a safe and harmonious work environment for the team and responsibly delegate duties to the team members.

**BENEFITS**
- CRM tools, HubSpot
- Salesforce
- Certified in HSK Level 5/6 or relevant language proficiency test in Chinese OR equivalent in Bahasa Malaysia OR High School certification also in Bahasa Malaysia and Mandarin welcomed to apply.

**WE ARE BAT**

At BAT we are committed to our Purpose of creating A Better Tomorrow. This is what drives our people and our passion for innovation. **See what is possible for you at BAT.**
- Global Top Employer with 53,000 BAT people across more than 180 markets
- Brands sold in over 200 markets, made in 44 factories in 42 countries
- Newly established Tech Hubs building world-class capabilities for innovation in 4 strategic locations
- Diversity leader in the Financial Times and International Women’s Day Best Practice winner
- Seal Award winner - one of 50 most sustainable companies

**BELONGING, ACHIEVING, TOGETHER**

Collaboration, diversity and teamwork underpin everything we do here at BAT. We know that collaborating with colleagues from different backgrounds is what makes us stronger and best prepared to meet our business goals. **Come bring your difference

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