Control Room Operations Manager

1 week ago


Kuala Lumpur, Kuala Lumpur, Malaysia Cartrack Full time
Control Room Supervisor

We are a world-leading smart mobility SaaS company, Cartrack, seeking a highly skilled Control Room Supervisor to lead our team. Our collaborative and fast-growing environment empowers team members to drive innovation and efficiency.

Key Responsibilities:
  • Team Leadership: Lead, mentor, and manage a team of Control Room Agents, ensuring proper staffing and shift coverage.
  • Performance Management: Conduct performance evaluations, provide feedback, and ensure adherence to customer service standards and company policies.
  • Database Management: Maintain the accuracy of the customer database and handle escalated inquiries for timely resolution.
  • Customer Satisfaction: Oversee the processing of orders and ensure customer satisfaction is achieved in all interactions.
  • Operational Oversight: Monitor daily operations, ensuring smooth workflows and collaborating with other departments to resolve issues.
  • Reporting and Analysis: Generate reports on team performance and customer satisfaction metrics, providing insights for improvement.
  • Process Improvement: Identify and recommend process improvements for better operational efficiency and stay updated on best practices.
Requirements:
  • Leadership Experience: Proven experience in a supervisory or team leader role, ideally in a call center or customer service environment.
  • Customer Service Expertise: Relevant working experience in customer service, with strong knowledge of call center operations.
  • People Management Skills: Strong people management skills with the ability to coach, motivate, and develop team members.
  • Problem-Solving Skills: Excellent problem-solving skills, with a customer-focused mindset.
  • Language Skills: Fluent in Bahasa Malaysia and English, both written and verbal.
  • Organizational Skills: Strong organizational skills, able to multitask, and work well under pressure.
  • Communication Skills: Good phone etiquette and a high level of attention to detail.

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