Operations Supervisor
3 months ago
Job Description:
- Supervise a team of customer service agents, providing guidance, support, and performance feedback
- Conduct regular team meetings to communicate updates, share best practices, and motivate staff.
- Assist in the training and onboarding of new call center agents.
- Schedule and manage shifts to ensure adequate coverage
- Monitor call center metrics, including call volume, response times, and customer satisfaction scores
- Conduct regular performance evaluations and implement improvement plans as needed
- Prepare and present reports on call center performance to senior management
- Handle escalated customer inquiries and complaints, providing effective resolution
- Develop and implement customer service policies and procedures to enhance the guest experience
- Identify areas for process improvement and implement changes to enhance efficiency and productivity
- Provide ongoing training and development opportunities for call center agents
- Foster a positive and collaborative work environment that encourages professional growth
- Minimum Degree holder is required.
- 3 years’ experience in a supervisory role.
- Overall management of channel networks and operations in Asia and ANZ
- Ensure test center quality and security are met while ensuring cost is optimized based on data
- Forge a close partnership with the local sales team in providing channel solutions to potential and existing for and work as a local contact for those clients
- Optimize operational effectiveness by ensuring that test centers and test center managers comply with correct procedures and standard
**Job Types**: Full-time, Permanent
Pay: RM5,000.00 - RM7,500.00 per month
Schedule:
- Day shift
- Monday to Friday
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