Control Room Supervisor

4 months ago

Kuala Lumpur, Malaysia Cartrack Full time

We are a world-leading smart mobility SaaS company with over 2,000,000 subscribers across 23 countries and we are looking for a Control Room Supervisor to join our team. Our teams are collaborative, vibrant and fast-growing and all team members are empowered with the freedom to influence our business with ideas that drive innovation and efficiency.

**Responsibilities**:

- Lead, mentor, and manage a team of Control Room Agents, ensuring proper staffing and shift coverage.
- Conduct performance evaluations, provide feedback, and ensure adherence to customer service standards and company policies.
- Maintain the accuracy of the customer database and handle escalated inquiries for timely resolution.
- Oversee the processing of orders and ensure customer satisfaction is achieved in all interactions.
- Monitor daily operations, ensuring smooth workflows and collaborating with other departments to resolve issues.
- Generate reports on team performance and customer satisfaction metrics, providing insights for improvement.
- Identify and recommend process improvements for better operational efficiency and stay updated on best practices.

**Job Requirements**:

- Proven experience in a supervisory or team leader role, ideally in a call center or customer service environment.
- Relevant working experience in customer service, with strong knowledge of call center operations.
- Strong people management skills with the ability to coach, motivate, and develop team members.
- Excellent problem-solving skills, with a customer-focused mindset.
- Fluent in Bahasa Malaysia and English, both written and verbal.
- Strong organizational skills, able to multitask, and work well under pressure.
- Good phone etiquette and a high level of attention to detail.

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