Leadership Oriented Client Care Manager

4 days ago


Kuala Lumpur, Kuala Lumpur, Malaysia Sutherland Full time
Role Overview:

Sutherland is seeking a Customer Care Team Manager | Mandarin and Japanese Speaking to join our team and lead, monitor, and supervise a team of at least 10 associates to achieve organizational goals.


Responsibilities:
  • Lead and manage the team to ensure adequate coverage and optimal team performance.
  • Identify areas for service improvement and make recommendations to the management team.
  • Manage scheduling and staffing requirements for the night shift.
  • Collaborate with cross-functional teams to identify opportunities for process improvements.
  • Conduct regular quality assurance assessments to maintain service quality standards.
  • Develop and implement training programs to enhance customer service and technical skills.

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


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